Any item that is out of stock when ordered will be placed on backorder; you will be notified by e-mail of the expected delivery date.
Should we receive no response from our e-mail we will assume that you wish to accept the goods on the date as specified.
If the delivery date is unacceptable please respond to our e-mail and we will cancel the backorder and either credit your credit card or, if you are an account customer, you will not be invoiced.
If for any reason you are unhappy with any stock items you have ordered you may return them for a refund within 14 days of the date of your order. You are responsible for arranging and paying for the return of the goods to us. Providing the goods are returned in perfect resalable condition we, will be happy to refund money for returned goods excluding the delivery charge.
Your right to return goods applies only to our standard stock products range. We regret we are unable to accept returns for custom made or bespoke products that we have produced specifically for you to your instructions except where goods are damaged on receipt or we are at fault for any errors or omissions. In these circumstances we reserve the right to provide a suitable replacement or remake the goods to your satisfaction.
If any goods are faulty or damaged when you receive them, we will arrange for them to be replaced or refunded but you must notify us within 2 working days of receiving delivery otherwise no claim will be entertained. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded and/or not charged.
Organising a Return
To organise a return for all or part of your order, please you can call customer service on 0203 865 2007 or email firstname.lastname@example.org. We will issue you with a returns reference and help you to arrange the return of the goods.
Please ensure you include your order number details with the package to ensure we can correctly match your parcel.
Returns via Post
Please obtain a proof of postage as we cannot accept liability for returned goods that do not arrive.
Collection of your goods to be returned can be organised by us. Please contact us to organise and pay for the collection. On receipt of the goods we will issue a credit, exchange or refund to the total value of damaged or faulty goods returned subject to the goods being returned in an unspoilt, saleable condition.
If any item that you have ordered does not arrive please email us with the following information:
- Delivery note number
- Internet order number
- Product code and description of the item(s)
- The quantity of each item(s) ordered
- The quantity of each item(s) recieved