This returns policy sets out your rights in relation to cancellation of your order and returns of any items purchased through our website.
You have the right to cancel your order at any time from the moment you place your online order and up to 14 days from the day you receive your goods.
If we have not yet shipped your order at the time you notify us that you wish to cancel your order, we will issue you with a refund and will not ship the order to you.
If you have already received your order and wish to return it, you have 14 days from the date you received your order to notify us of your intention to cancel your order. You then have a further 14 days to return the goods to us.
You need to notify us on firstname.lastname@example.org if your wish to cancel or return your order. Orders cannot be cancelled on our website. If you do not notify us and return the items within the timeframes set out in this returns policy, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Certain items are not eligible for return. These include:
* Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error;
* Any item that has been personalised for you including bespoke orders; and
* Any item that is returned outside of the timelines set out in this refund policy.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a maximum of 14 calendar days from the date you sent the items back to us. We may make a deduction from your refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. We recommend that you keep a copy of the proof of postage and email this to us at email@example.com.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again before contacting us.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
To return your product, please contact us by emailing firstname.lastname@example.org and we will provide the address to which you should return your item.
You will be responsible for paying for your own shipping costs to return an item. Shipping costs are non-refundable and we will deduct the amount of shipping your order to you from your refund.
If you are returning the item because it is defective, we will refund you the original cost of shipping the item to you. If you elected an enhanced delivery option (for example next day) other than our standard delivery option, we will only refund the cost of standard delivery.
Depending on where you live, the time it may take for any exchanged product to reach you, may vary.
We recommend that you use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.