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Shipping & returns
1.1 We ship internationally across UK, Ireland, Europe and USA. We can ship elsewhere in the world at an additional delivery charge. This will be calculated at checkout based on weight and location.
1.2 We currently cover all duties and brokerage fees. But if you refuse the delivery of a package, you'll be charged for return shipping.
1.3 Orders generally ship next business day or at least within a 48hr window. Delivery duration within UK & Ireland is approx. 3 days. Expect 5 days for deliveries in EU and USA.
1.4 Please be aware that Saturday and Sunday are not considered shipping days.
1.5 Orders may not ship the next business day for reasons including but not limited to: credit card processing errors, shipping and billing address verification, inventory availability, and high order volumes resulting from a promotion or sale.
* Our couriers have advised us that their entire global courier network is under strain right now with staff down due to self-isolation relative to covid-19, therefore, slight delays are going to be the case for some time.
Please examine your order carefully upon delivery to make certain everything is in perfect condition. If you have a question or concern about your order, please contact us immediately at firstname.lastname@example.org. We will ask you to send photographs of the fault in order for us to examine the issue and take action. Our business hours are Monday through Friday 8:30 am - 5:00 pm GMT.
If an item is missing from the order you receive, you must contact us at email@example.com within 14 days of the time of purchase to inform us of the missing item(s). Our packages are checked for irregularities, and certain items will only be replaced as missing at our sole discretion.
2.1 The Returns Process:
*Due to hygiene reasons we can only issue refunds where the product has been unopened and returned to us in it's original packaging. You have 14 days from the day you receive your order, to notify us of your intended return. You then have a further 14 days from the date you notify us, to return the goods to us. We do not cover the cost of returns.
Faulty, incorrect or mis-described products are treated differently. Please email firstname.lastname@example.org if you receive a faulty, incorrect or mis-described product and we will deal with the case on an indiviual level. (See Warranty & Damage Issues above).
We’ve gone paperless! We’re committed to helping the environment and reducing our carbon footprint. If you do wish to return your order and it is unopened, in the original packaging, please follow the steps below.
- Please send an email to email@example.com stating the following information:
The item you wish to return
Your reason for returning
- We will send you a code. Please write the code on the parcel and post back to: :
C/o SJ Henderson Fulfilment Limited
10 Nicholsons Road
‘* Important: We advise that you get ‘proof of postage’. Please keep this until you have received your refund. Without it, we cannot guarantee a refund will be made.
Save where stated below, this clause only applies if you are a consumer. You have a legal right to cancel a contract during the period set out below in clause 1.2 where the product is unopened and in its original packaging. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund.
3.2 Your legal right to cancel a contract starts from the date of the dispatch confirmation (the date on which we email you to confirm our acceptance of your order), which is when the contract between us is formed.
3.3 To cancel a contract, where you haven’t opened the product, you just need to let us know that you have decided to cancel. The easiest way to do this is to email firstname.lastname@example.org. Please provide details of your order, including your order number, name, address, email address and phone number, to help us to identify it.
3.4 If you send us your cancellation notice by email, then your cancellation is effective from the date you send us the email. For example, you will have given us notice in time as long as you email us before midnight on that day. If a product has been delivered to you before you decide to cancel your contract then you must return it to us unopened in its original packaging without undue delay and in any event not later than 14 days after the day on which you let us know that you wished to cancel the contract.
3.5 If you cancel your contract we will refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop and is subject to receiving the products in a satisfactory condition following their return. Examples of unsatisfactory handling includes circumstances where (a) the product box has been opened and is not suitable for resale; (b) the products have been fixed onto a surface or floor; (c) any visual or internal damage has been done to the products; and/or (d) the products are not otherwise suitable for resale.
3.6 If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, we will: (a) deduct an appropriate amount from the credit card, debit card or online payment account used to make the payment; (b) refund any delivery costs you have paid; (c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below: (I) if you have received the product: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us, and (ii) if you have not received the product: 14 days after you inform us of your decision to cancel the contract.
3.7 If you wish to return products to us because they are faulty or mis-described, you must return the products to us within 30 days of the date of purchase (if you are a consumer), or 48 hours, if you are a business, and provide the relevant details outlined in this clause 9. Upon receipt of the returned products, if we accept that the fault or mis-description is something for which we are responsible, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us. Any issues with faulty or mis-described products must be reported to us in writing within 48 hours of receipt or collection by you. After 48 hours we will not consider any proposed case for a return. The 48 hour notification period applies for businesses only, and is a recommendation for customers to enable returns to be processed. This clause applies both to businesses and consumers.
3.8 We will refund you on the credit card, debit card or online payment account used by you to pay. If you used vouchers to pay for the product we may refund you in vouchers. This clause applies both to businesses and consumers.
3.9 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 9 or anything else in these terms.
3.10 Your cancellation rights do not apply to any sample products which have been delivered without charge to you, or to any customised products which have been tailored or designed specifically for you.