HomeOrder and Returns Policy
Contents:
- Change or cancel an order
- Track your order
- Your purchase history
- Returns procedure
- Refund policy
- Delivery charges
Change or cancel an order
If you wish to change or cancel an order, you must contact us immediately stating your order number, order date and reason for cancellation.
If your products have already been dispatched or delivered, then you will need to follow our returns procedure.
If you decided to cancel a special made-to-order product for any reason, then it is unlikely that we could sell it to another customer at full selling price. We'll therefore reserve the right to charge a cancellation fee of 25% of the order price.
Track your order
To check your order status, you need to log-in, access the MyAccount page and click on the MyOrders link:
- Received means your order hasn't been processed yet;
- Processing means your order could be at any point prior to dispatching your goods;
- Dispatched means your order has left our premises. You'll receive an email confirming dispatch;
- Cancelled means your order has been cancelled either by you or us;
If you find that your order has only been partially delivered, this may be because other items are being dispatched separately. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please contact us immediately.
Your purchase history
To view your order history, you need to log-in, access the MyAccount page and click on the MyOrders link:
Returns procedure
We hope you will be pleased with your purchase. However, should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (i.e. usually to be received by us within 21 days of dispatch from us) and in the original, undamaged packaging.
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct a proportion of the original selling price from the refund amount.
Returns can be instigated by first contacting us, including: order number; order date, stock number(s) and/or description, the reason for the return and whether you want a refund or a replacement.
We will email you back with further instructions and we will either: arrange for a courier to come to collect the product you wish to return; or ask you to post it to us at the appropriate rate - depending upon the nature of the product and its value.
Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. See also Delivery charges and return postage.
Refund policy
We hope you will be pleased with your purchase. However, should you wish to return anything bought from us, we will be happy to refund or exchange a product within a reasonable time provided it is in fully resaleable condition. You will need to follow our returns procedure.
Delivery charges and return postage
We will only refund your original delivery charges and/or pay for the return postage if we were at fault, i.e. in the instance of incorrect, damaged or faulty goods but not just because a product is no longer wanted. In the event of an exchange, we may charge for delivering a replacement where we were not at fault and at our discretion.
In any case, we will not refund these costs if the product is not returned within a reasonable time or it is not in its original condition when received by us, i.e. it has been obviously used/worn or marked in any way.
Note None of the above conditions affect your statutory rights when goods are faulty, or not as described. This policy does not affect your rights of cancellation under the Consumer Protection Distance Selling Regulations.
Best wishes,
Nasha