If you wish to return any unworn/unused item(s) (faulty or otherwise) you may do so within 14 days of the date it was delivered to you and receive a refund or exchange (subject to availability). The date your item(s) were delivered can be found when tracking your order on the courier’s website. This returns policy does not affect your statutory rights.
RETURNING YOUR ITEM(S)
Item(s) must be returned to us in the same condition you receive them with any tags and labels attached. Please note you have a legal obligation to take reasonable care of the item(s) whilst they are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.
On the ‘Delivery Note/Goods Return’ sheet received with your order, mark clearly the returns code and request code against the item(s) you wish to refund / exchange. Peel off the returns address square label supplied only and affix it to the outside of the package. Place the rest of the completed sheet inside the package with the item(s) you wish to return to us.
We provide a free United Kingdom returns option via Royal Mail – find more information by visiting our Terms & Conditions page.
For returns from outside the United Kingdom, we recommend you pay to return your item(s) by courier, recorded or special delivery. We also recommend you obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us. The return address is listed below for your reference:
No.12 Berton St.
If we consider any item to have been used / worn / washed, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund or exchange.
Unfortunately, we cannot offer in-store refunds or exchanges for items which have been purchased through www.craftestan.co.uk and vice versa. Under no circumstances will a refund or exchange be issued at any of our stores for an online transaction. Returns made in person at the returns address will also not be accepted.
Upon request, refunds will be issued through the original purchaser’s method of payment (Debit / Credit card/ PayPal / Gift Voucher). On receipt of your return, we will endeavour to refund you within 10 working days. An email confirmation will be sent once a refund has been issued.
The total refund amount should appear on your bank statement or in your PayPal account within 5 working days (Please note that refund times are dictated by the bank and are out of our control, PayPal refunds may appear quicker and have an accompanying notification email from PayPal directly to advise you of the funds appearing)
**If a discount/promotional code was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
If you wish to exchange an item for a different size or colour, please return your item(s) to us following the ‘Returning Your Item(s)’ section above. Once we have received your return we will endeavour to process your exchange as soon as we are able to. Please note that we are only able to exchange an item for the same style in a different colour or size (subject to availability).
If we are unable to exchange your item(s), a refund will be issued through the original purchaser’s method of payment. On receipt of your exchange, we will endeavour to exchange the item(s) or refund you within 7 working days. An email confirmation will be sent once an exchange or refund has been issued.
DISTANCE SELLING REGULATIONS
Under the Consumer Contracts Regulations 2013, customers within the European Union have up to 14 calendar days (from the date you receive your goods) to withdraw your order with us.
To exercise this right you must do one of the following:
– Notify us by email at [email protected] stating you wish to withdraw your order quoting your order number
– You can also choose to cancel your order by completing and submitting to us a Cancellation Form including this inside your parcel with your unwanted order.
– If we are unable to prevent your order from leaving our warehouse, you can refuse the delivery from DPD and the parcel will be returned to us
Please note you are under a statutory duty to take reasonable care of the item(s) whilst they are in your possession. If you fail to abide by this we may have a right of action against you under a breach of statutory duty. For full details on returning your item(s) to us please refer to the guidance on the ‘Returning Your Item(s)’ section above. If we do not receive the item(s) back, we will arrange to have them collected at your cost.
We will endeavour to issue a refund for the full price you paid for the item(s) (including any standard delivery charges) to the original purchaser’s method of payment, and in any case within 30 days.