RETURNS, REFUNDS EXCHANGES
We take a pride in our customer service and endeavour to ensure our customers are happy with their purchases. If a problem occurs we will either exchange, refund or replace items depending upon the circumstances below.
If you are not entirely happy with your purchase, contact us within 7 days of receipt. Ideally by e.mail to firstname.lastname@example.org. Alternatively, you may contact us using the details on our contact page. The item(s) will need to be returned to us within 14 days in the original packaging, unused and undamaged. We will refund the cost of the item on receipt of the items(s) in a satisfactory condition but we will NOT refund the original postage and packing charges, OR the return delivery costs. See also - Package not received by us
MISTAKE ON OUR PART
If we have made a mistake with your order, please contact us within 3 days of receiving the item by e:mail to email@example.com , we will require you to return the item in it's original packaging before we are able to replace the item, you must also obtain proof of posting. We will refund the returned postage costs and pay the costs of postage in respect of the replacement item. See also - Package not received by us
All of our items are normally sent within the UK by Royal Mail and are well packaged so should arrive safely. However, once the they have left our premises we have no control over how they are treated and on the rare occasion may arrive damaged. If this is the case please advise us of any damage within 3 days of the packages arrival. Ideally this should be by e.mail to firstname.lastname@example.org including, if possible, a photograph of the damaged to the item. For other methods of contact please see our Contact page. We will require the item to be returned to us within 14 days. It should be returned in it's original packaging, this will ensure the shipping cost will be the same. We will refund the shipping cost to you on receipt of the item and a replacement will be despatched. See also Package not received by us
In the event the item is no longer available an alternative will be offered, or a refund given.
PACKAGE NOT RECEIVED BY YOU
All of our packages are sent by Royal Mail and we obtain proof of posting. In the unlikely event the package does not arrive within 7 days of us notifying you of dispatch we would suggest you ask family members and housemates whether they have seen a card left by the postman stating they were unable to deliver. it may also be worth contacting your local Royal Mail sorting office to check the package is not awaiting collection. If the package is still missing please contact us by e.mail email@example.com quoting your name, the item ordered and confirm you have checked with your local sorting office. Unfortunately, Royal Mail will not investigate lost mail until 15 working days have elapsed. We will keep you informed of progress of our investigations and if in the mean time the package arrives please notify us.
PACKAGE NOT RECEIVED BY US
When you have sent a package to us and it is not received, or is received damaged you will need to contact Royal Mail before we are able to issue a refund, or replacement. Therefore, it is essential at the time of posting you seek advice from your local post office for methods of posting. However, we will not refund any postal charges greater than the initial charge made to you.