Shipping & Returns
1. OUR RETURNS POLICY
If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number 4.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
2. FAULTY GOODS
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form, or you can reach us via private message on Facebook or on Twitter. [Need to edit this depending on whether I get social media pages or not]
To help us get this fixed for you ASAP, when you first contact us please include the following information;
Product name and code [Need to see if products display a code when ordered - if not need to delete code option]
Picture of the fault
Description of the fault
(The product name and code can be found on your order confirmation email). [Same as above]
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form [EDIT LINK] where you’ll also find details on how to return your item(s).
There is also another way to cancel your contract with us:
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps outlined in clause 4. You’ll then receive a full refund as per the policy set out in clause 5.
Please note, we cannot offer refunds on cosmetics and pierced jewellery.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
4. UK CUSTOMERS ONLY - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
2. Cover your original address label with a printed version of our returns label [This needs both creating and attaching to this link]
3. Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
Returns sent are at the customers own cost and liability.
5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed. [On this point I just realised I don’t really want to be giving out our Pinner address to random strangers to return their packages to if the need to, so what do you recommend using instead?]
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
8. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.