Unless the product you order is bespoke and made to your particular specification, you have the right to cancel your order, provided you give us written notice within 14 days after you receive a product. You must email us at «firstname.lastname@example.org» if you wish to cancel your order, including full product details and the relevant order number. We may ask you to complete a specific cancellation form in order to facilitate the cancellation of your order.
If the product you order is bespoke and made to your particular specification, you will have no right to cancel your order as described above.
If you cancel your order you must return to us any products that you have received, including all branded packaging and comply with the “Rules on returns” set out below. You have a duty to take good care of the products while they are in your possession.
If you cancel your order as described, and you need to return products to us, within 14 days after our receipt of those products we will provide you with a refund of the cost of the relevant products. If you do not need to return products to us, we will provide you with a refund within 14 days after receipt of your cancellation email. Please note that you will not receive a refund of any delivery charges that you have paid (as we provide standard delivery within the UK free of charge).
Please keep a copy of your cancellation email. Once you have emailed us, please follow the instructions in the “Rules for returns” section below on how to return the product to us.
In addition to your right to cancel your order as described above, in the unlikely event that you receive a faulty product from us, you should notify us as soon as possible (and in any event within 30 days after delivery) at «email@example.com» providing as much detail of the fault as you can and return the product to the address we notify to you. We will then inspect the product to verify the issue.
If we agree that the product is faulty (for example because it has a manufacturing defect), and you have complied with the “Rules for returns” set out below, we will provide you with a full or partial refund depending on the length of time you have been in possession of the product. However, we will not refund to you any original delivery charges that you paid (as we provide standard delivery within the UK free of charge). We will provide you with the relevant refund within 14 days after our confirmation that you are entitled to a refund.
A product will not be considered to be “faulty” if any of the following apply: fair wear and tear, misuse of the product, any variation in the colour of the product from that displayed on your internet browser, or if you simply change your mind about the product.
RULES FOR RETURNS
If you wish to return your products, please contact us at «firstname.lastname@example.org».
The return and exchange is free in UK only. Once you have contacted our team, you will be able to drop off the package at your nearest post office the day you receive the printed return label or the day after. Please print it and stick it on the package. If you don't send it within this time frame you will be covering the return cost.
Along with the label prepaied please print the certificate of postage or ask one to the post. It will have to be signed by the post office. Please keep the certificate of postage, as in case the package will be lost, the certificate will be your proof of postage.
If you are returning products within the statutory cancellation period or because they are faulty (and we agree) we will pay for the products to be returned to us provided that you meet the remainder of these “Rules for returns”. Please obtain proof of postage so the product can be tracked.
To ensure that we are able to provide you with a refund of the price of any returned products, you must ensure that the following conditions are met:
- The product(s) must not have been worn, used, altered, washed or damaged;
- The label(s) must still be attached to the product(s);
- The product(s) must be returned in their original packaging or a similar packaging that doesn't exceed the following measurements 45 cm x 35 cm x 16 cm (if you wish to return a kit or set, it must contain all the original components);
- The product(s) must be sent back within 30 (thirty) days after the date of receipt; and
- The returned products must be sent to us in a single delivery (and we reserve the right not to accept products which belong to a single order returned and delivered at different times).
For hygiene and safety reasons, please note that underwear (such as bloomers), toiletries and swimwear are not returnable, so where appropriate please check the size chart before purchasing.
If you do not comply with the above rules for returns, you may not be entitled to any refund of the sums already paid to us.
Finally, please note that all refunds will be paid by us to the individual who originally paid for the relevant products using the same payment method as was originally used.