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We want you to be delighted with your purchase. If you are not entirely happy you may return them to us within 21 days of receipt for full price and sale merchandise. We will be happy to offer you a refund (which will go onto the card / PayPal account which was used when you made your purchase) provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging including the swing ticket and 'changed your mind' tag. Please note any altered trousers cannot be returned, this does not affect your statutory rights.
We regret that we unable to provide Free Returns for International Orders. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt.
International customers must clearly mark their return packages ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to Duty once they reach the UK.
If any Promotional Offer item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund.
HOW LONG WILL IT TAKE TO DEAL WITH MY USA RETURN?
Once your parcel has been received by our team it can take up to 5 working days to fulfill your request. Returns are dealt with in the order in which they are received.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us by phone on +44 (0) 333 220 1907 (UK time: 9am – 5.30pm Monday to Friday, calls will be charged at your standard national rate) or by email at [email protected].
You should expect your refund to be processed within 14 working days from our receipt of your returned items. Delivery charges from the original order will be not be refunded except where the goods are faulty. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement. If you have paid via PayPal please allow five to ten working days to receive your refund.
HOW DO I RETURN SOMETHING?
USA Returns Procedure
- Complete the returns form and place the product, all packaging and the returns form (included with your goods when delivered) and affix the returns label provided.
- Please always include a daytime telephone number and your email address in case we need to contact you about the return.
- Clearly mark your return package ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to Duty once they reach the UK.
- Send your parcel via your chosen courier (we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt)
- Please ensure products are returned to the following address:
Unit 8 Frilsham Home Farm
It would really help us in developing our products if you could give a reason why the products that you are returning were not suitable.
If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why.
You are responsible for the items (and for their condition) until they are received at the return address.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal returns procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected.
If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact at us by phone on +44 (0) 333 220 1907 (UK time: 9am – 5.30pm Monday to Friday, calls will be charged at your standard national rate) or by email at [email protected] before you return the item so we can discuss the fault with you and agree the best way forward.
Please take extra care to read our care labels or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
HOW DO I ARRANGE AN EXCHANGE?
Unfortunately we cannot process exchanges. If you would like to swap your order for something else, please return it using the "returns process" and then re-order in the normal way. Our Customer Service team are more than happy to place the order for you, please call them on +44 (0) 333 220 1907 (UK time: 9am – 5.30pm Monday to Friday, calls will be charged at your standard national rate) email them at [email protected]