Returns and Exchanges
Change or Cancel an Order:
If you need to change details of your delivery address, remove items from your order or cancel it completely, please email firstname.lastname@example.org or call 01273 483300. Within the first 15 minutes after your order has been placed we should be able to amend this for you providing this is within our office working hours of 9am to 6pm. Please be ready to quote your order number.
Once your order has been sent to the warehouse for processing we are unable to cancel or amend the order. If you no longer require the order you will need to follow our returns procedure below.
Track your Order:
You will receive a notification when your order has been dispatched. If you contact us at email@example.com we may be able to provide further tracking information from the carrier once this has gone live.
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 within the expected delivery time, 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
2. Returns via a Steamer Trading shop
3. Returns via Parcelforce collection
For very large or heavy/bulky items please email us at email@example.com and we may be able to arrange a collection for your return.
Please note that goods which are not faulty are returned at your own cost and the delivery charge for the original order is non-refundable. Please ensure products are returned complete, unused, unwashed and in original packaging as we cannot accept items for a refund if they are not in perfect condition.
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 7th November and December 19th have an extended returns policy to Jan 10th for unwanted, unused items.
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.
If you have any other queries, please email firstname.lastname@example.org or call us on 01273 403000.