In the unlikely event your customer is not happy with their purchase, they may return it for a refund within 14 days of receiving the original order to either ourselves using the downloadable returns form on our website at their own cost or directly to yourself allowing you to decide whether to resell it or return it back to us at your own cost.
If in the unfortunate event an item is faulty please contact our friendly customer service team at firstname.lastname@example.org within 7 days of receiving your parcel who will be happy to advise you how to return the item to us and issue you with a pre paid label. Please be aware that the pre paid label are only for the faulty item that your customer is returning; if a non-faulty item is enclosed in the package you will be liable for the return postage.
If your customer is sending an item back to us please make sure he obtains a proof of delivery as the item remains yours or their property until it is received back at our warehouse.
Please note that all items returned must be unworn, in a re-saleable condition with all tags attached and in the original packing. If the returned goods are found to be faulty, defective or not the ordered product we will refund the total cost of the item plus the original postage. We inspect all returns and if we believe any of the above has not been adhered to, we can return the item to you at your own cost. Our decision regarding the condition of the returned goods is final.
If you return any item, which takes the value of your order below our free delivery threshold, we will deduct the original delivery charge from the amount refunded to you - this means that your refund will be reduced by the amount of the original delivery charge you would have had to pay if your order had been below our free delivery threshold. We will not deduct any amount from your refund if the refund is due to our error or if the returned item is faulty or damaged.
Unfortunately, we do not offer exchanges. Your customer will need to return the unwanted item to us or yourself for processing first and then you should place a new order.
Once we have received your customer’s item back to our warehouse, your refund will be processed within 7-10 working days. Once we have processed the refund, you will receive a confirmation email.
We will always refund any money received from you using the same method originally used by you to pay for your purchase.
IMPORTANT: The returns form is written in Microsoft Word, you can add your own logo and change the design to suit. Please remember that when sending a returns form to your customer you MUST fill in the reference number with your order number from us. When your customer returns any item/s, please fill in the Return Item Form and put it inside the package.
You can download the Returns Form below:
38 Crown Road