Change or Cancel an Order:
If you need to change details of your delivery address, remove or change items from your order or cancel it completely, please contact our Customer Services team for advice. Please be ready to quote your order number and order date. If your order's status is still "Processing" (check your account for updates), we should be able to change it, but if it's "Complete" we may have to look at returning or exchanging the item as it's probably already winging its way to you. See our Returns procedure below.
Track your Order:
Your despatch email will include any relevant tracking information, unless it's been sent by Royal Mail, in which case it will arrive within 2 to 5 working days.
Your Purchase History:
To find out more information on your past orders, please sign in to your account.
Missing, Incomplete or Damaged Orders:
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please email firstname.lastname@example.org.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email us as before.
If your order arrives and the goods are damaged, follow our Returns procedure – see below.
Returns can be made through either of these options:
1. Returns via Royal Mail or courier
If you have any other queries, please email email@example.com or call us on 01273 483300.
2. Returns via a Steamer Trading shop
3. Returns via Parcelforce collection
Please email us at firstname.lastname@example.org to arrange a collection for your return.
We want you to be happy with your purchase. If you're not, just return the product to us or to one of our shops, following the instructions above, and we'll exchange or refund it.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charges you've incurred. If you have a change of heart about your purchase AFTER 7 days, you can still receive a refund if you return the item(s) to us, though we won't refund the shipping charge in this case. If your item(s) is faulty or the wrong product, you can receive a full refund, including shipping costs to and from your address, as long as it's returned in a sellable condition within 28 days of receipt.
Returns over Christmas
Purchases online between 25th November and December 19th have an extended returns policy to Jan 10th for unwanted, unused items.
Proof of Purchase:
You may return items to our shops for refund or exchange even if you've mislaid the receipt or delivery note. Please note though, that any refund will be at the discretion of our shop staff, and will normally be given in gift vouchers to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase.
Condition of Returns:
It's important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. If you change your mind about your purchase, it can make your return easier and quicker to administer if you bring the item back as soon as possible.