WHAT IS YOUR UK RETURNS POLICY?
Please bear with us while we process your returns, they may not be processed as quickly as normal due to disruption caused by the current circumstances. Please email us on firstname.lastname@example.org for any queries, we will respond within 24 hours. Thanks as always for your understanding.
We want you to be delighted with your purchase. If you are not entirely happy you may return them to us free of charge within 21 days of receipt for full price merchandise and 14 days for sale merchandise. We will be happy to offer you a refund (which will go onto the card / PayPal account with which was used when you made your purchase) provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging including the swing ticket and 'changed your mind' tag.
If any Promotional Offer item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund.
This does not affect your rights to claim for defective or faulty goods or workmanship under the Sale of Goods Act 1979 (as amended) or the Supply of Goods and Services Act 1982.
HOW LONG WILL IT TAKE TO DEAL WITH MY UK RETURN?
Once your parcel has been received by our team it can take up to 5 working days to fulfill your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
You should expect your refund to be processed within 14 working days from our receipt of your returned items. Delivery charges from the original order will be not be refunded except where the goods are faulty. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement. If you have paid via PayPal please allow five to ten working days to receive your refund. If, after sending your return to us, you have not received your refund in 14 working days, please contact us by phone on 0333 220 1907 (9am – 5.30pm Monday to Friday) or by email at email@example.com.
HOW DO I RETURN SOMETHING TO THE UK?
UK Free Returns Procedure
- You can return your unwanted products to us via freepost through the Post Office.
- Complete the returns form and place the product, all packaging and the returns form (included with your goods when delivered) and affix the pre-paid returns label provided and take the parcel to the Post Office.
- Please always include a daytime telephone number and your email address in case we need to contact you about the return.
- Please make sure your items are securely wrapped and obtain proof of postage from the Post Office.
- Please allow 2 to 3 working days for the parcel to reach us.
- Maximum parcel weight 5kg.
- Please ensure products are returned to the following address:
Unit 8 Frilsham Home Farm
It would really help us in developing our collection if you could give a reason why the styles that you are returning were not suitable.
If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why.
You are responsible for the items (and for their condition) until they are received at the return address. Items lost or damaged in transit will not be treated as returned.
We are unable to process UK Returns for free in any other way. Should you wish to use any other returns method it will be at your own cost.
For orders outside of the UK it is the customer's responsibility to pay the return postage including all tax and duties that are applicable. We ask that you gain proof of postage for your returned item, as we cannot be held responsible for anything that gets lost or damaged in transit.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal returns procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact at us by phone on +44 (0) 333 220 1907 (UK time: 9am – 5.30pm Monday to Friday, calls will be charged at your standard national rate) or by email at firstname.lastname@example.org before you return the item so we can discuss the fault with you and agree the best way forward.
Please take extra care to read our care labels or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
HOW DO I ARRANGE AN EXCHANGE?
Unfortunately we cannot process exchanges. If you would like to swap your order for something else, please return it using the "returns process" and then re-order in the normal way. Our Customer Service team are more than happy to place the order for you, please call us on +44 (0) 333 220 1907 (UK time: 9am – 5.30pm Monday to Friday, calls will be charged at your standard national rate) email us at email@example.com