We hope that you will be delighted with your order; however we understand that there are occasions that you may want to return items. You can return items to us within 14 working days of receipt. Please remember that if you decide within the first fourteen working days of receipt that the goods are not to your satisfaction you may return them to us. All we ask is that you return the goods in all their original packaging and condition, including the outer box and in a re sell-able condition. We are not able to refund postage charges for none damaged goods but we will send any exchanges or replacements free of postage charges, excluding pallets and non mainland UK postal addresses.
(We are unable to upgrade the delivery service or cover the cost of any exchanges that require a higher postage rate.)
How to return or exchange items
Contact our customer services by email daisyhardcastle@msn.com stating your reason for return and whether you would like an exchange or refund. In the case of a damaged product, please do send over an image where possible for us to pass on to quality control.
Under the Sale of Goods Act 1979, you may be entitled to a refund or replacement where goods are faulty or damaged, please notify us within 28 working days of receiving the goods and have a valid proof of purchase. If the item is damaged or faulty, then we will cover the cost of collecting the item. Please ensure that if you are sending anything back to us that you request a proof of postage, as we will not be liable for items lost in transit on their way back to us without proof of postage. All we ask is that you return the goods in suitable packaging to avoid any further damages.
If you wish to return an item which is not damaged or faulty for a refund or exchange please notify us within 14 working days. This is done at your own cost and original postage paid will not be refunded. We are able to arrange for a courier collection on your behalf at a charge of £12.00 per box, but someone will need to be in all day to accept the parcel as we cannot offer a specific time for collection. Failed collections will be chargeable at £12.00 per box.
If you requested a replacement item or exchange, this will be sent free of post & packaging charges, this excludes pallets and non mainland UK postal address.
(We are unable to upgrade the delivery service or cover the cost of any exchanges that require a higher postage rate.)
If you have requested a refund, please allow up to 14 days of receipt of your returned items to be processed. The refund can only be credited back onto the original card used to purchase the item(s).
You can track your refund has been processed
Please note that refunds for items bought as gifts can only be given to the original purchaser and if you decide to swap an item we cannot stop the payer from knowing.
Please be advised that if an item is returned to us after our returns period has ended, and without advising us first, then we can only offer an exchange or credit notes, we are unable to offer a full refund.
Please note –
Courier Collections
-please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.
Damaged Items
If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify DH customer services of such fault or damage using the telephone number stated on the sales receipt or in our delivery advice email / on our website (for online orders) as soon as possible after delivery.
Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.
Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or if we are unable to do so, we will reimburse you with the full amount you have paid for the product together with any delivery charges.
We will not accept responsibility for any items that are damaged during the delivery process to the extent that such damage is your fault. AS soon as item arrives please check packaging for damage and as some as damage is noticed upon opening please advise as could not be proven it happened in transit after opened .