Refund & Cancellation Policy
Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on email@example.com. You can also give us a call on 01306 741141.
The terms and conditions noted below explain our policy on refunds and cancellations.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible if picking of your order has yet to commence.
What happens if something is missing?
If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund.
We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us within 24 hours.
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 24 hours via firstname.lastname@example.org stating full details along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 24 hours. If you are concerned about the status of your order, please contact us via email on email@example.com You can also give us a call on 01306 741141.
What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.
How do I return an Item?
If an item is no longer wanted or is surplus to your needs, please return your item either in person to our Dorking showroom or else by recorded delivery. The item must be unworn, in original condiiton, with original labels and be returned within twenty eight days.
We will usually despatch your order on the next working day after receipt. During busy periods, especially during the summer holidays, this might extend to a week. If something is out of stock we will either hold back your order, if we are expecting it to become available within a few days, or else we will ship the majority with this item to follow.
We will ship your order via Hermes. They often take 2-3 days from despatch.