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Our returns policy
We hope you’ll be completely delighted with your order. If for any reason you’re not though, we’re happy to offer a refund, exchange or replacement – as long as you return it to us within 21 days, unopened, unused and in its original condition.
- • Online and mail order returns
If you’ve bought something online or via mail order, it can only be returned or exchanged via the website.
• Sale items
Unfortunately, our stores can’t process a refund or exchange on sale items.
Please follow these four steps to return your item:
1. Email customer services to get a returns authorisation number (RAN)
Important! First off, please email our customer services team at firstname.lastname@example.org to obtain a returns authorisation number (RAN). In your email, you’ll need to provide full details of your customer order number (you’ll find this on your order documents), together with details of the items you wish to return.
2. Write your RAN on your returns form
You’ll have received a returns form with your order documents. So once you get your RAN, write it in the space provided on the returns form. You’ll also need to let us know on this form whether you’d like a refund, replacement or exchange. (Remember to include this completed form in your returns package – or we won’t be able to process it)
3. Return your package by recorded delivery
Using the pre-printed shipping label that came with your original order, please return your item to us by recorded delivery (you can do this at your local post office). You’ll need to keep hold of your recorded delivery receipt as proof of postage. Make sure your items are wrapped securely, preferably in the same outer packaging you received them in.
4. We’ll be in touch within 30 working days with your refund, replacement or exchange
Once we’ve got your items, we’ll check they’re unused and sealed – and process the return as quickly as possible. For refunds, we’ll reimburse you using your original payment method. During busy periods, please allow a maximum of 30 working days for processing.
Please note that we can’t refund delivery charges.
In addition to our returns policy, you have the legal right to cancel your order within seven working days from receipt. Just send us a notice of cancellation in writing, and return the items to us in their original, unopened and unused condition. Where items are delivered to a third party, you can also exercise this right – as long as you’re able to return them to us in their original, unopened and unused condition. Please see the cancellation right section in our terms and conditions.
Your statutory rights are not affected.