We hope that you will be delighted with your products, if for any reason you are not happy with your purchase you may return it within 14 days of delivery, in its original condition, unworn and with labels intact.
Please contact us BEFORE sending items back by telephone on 01389 734447 or by email: frannybelle.helensburgh@yahoo.co.uk
Please remember to enclose your order ID, name, address, telephone number, email address and reason for returning the goods.
You will be given a return ID which must be shown on the front of your returned parcel. (If this ID is not shown on the front your parcel it may not be accepted).
A refund for postage costs for returns will only be given if items are faulty, if you have simply changed your mind, you the customer are responsible for any postage cost. All refunds must be confirmed before sending back the parcel.
You will have a further 7 days upon acceptance of your return to send the item back to us. Anything over this time will not be accepted.
It is important to ensure that any tag that may come with the item is still in place and un-detached. Otherwise we will deem the item as used since it is not necessary to remove the tag to try out the item for sizing.
You will be responsible for the item until it reaches us, and we suggest you use a secure delivery method (which requires a signature upon delivery). The cost of returning any item is your responsibility. You will be refunded the full value of the item, less delivery charge.
We reserve the right to charge the actual postage that we have incurred for any item returned that was previously purchased under our free postage promotion. This means if items returned unless faulty, refund will be less £5 delivery cost.
We are sorry that we will not be able to accept returns after 14 days. Any returns received will be treated as unsolicited items and will not be refunded.
If a parcel has to be returned to us because the customer:
- Has not collected the item.
- Is not available when delivery is made.
- Gives wrong delivery and or contact details
Then any extra postage related costs that we incur to retrieve the parcel will be payable by the customer.
Exchanges
We reserve the right to charge any additional postage that we have incurred for any item sent as an exchange.
Faulty Items
We will try to ensure all items are in perfect condition before sending out to you, if however you find your item(s) to be faulty upon receipt please following the guidelines on our website to return your item(s). We have the right to inspect the item and if we agree the item is faulty we will offer the choice of a replacement or full refund.
If we claim responsibility for sending you a faulty item we will refund you in full and also the postage charge for sending the item back to you. If this is the agreed case, please ensure you include the postage receipt in your returned parcel, as proof of cost must be shown.
*Please Note: If you are returning unwanted goods you are liable for the cost of returning the items back to us. If you are returning faulty goods this charge will still stand and will only be refunded complete with your order amount when said goods are confirmed as faulty by our customer services department and within the manufacturers guarantee.
Sale Items, Pre-orders and Payment Plan Stock
Items purchased under SALE/ PROMOTIONAL OFFERS, PRE-ORDERS AND PAYMENT PLANS Are NON refundable, all sale & promotional offer items can be exchanged or a store credit note will be issued (within returning 14 days from date received). The customer is responsible for the postage fee to re send the exchanged item. Please note all exchanges/credit notes would be minus the £5 delivery charge ( if you ordered one item or returning your full order and qualified for free delivery the posted fee of £5 would then be deducted from your refund)
WHAT HAPPENS NEXT?
Within 3 business days of receiving your returned item, we will send you an email to confirm receipt. The details of this will also be posted to your account. You will be refunded via your original payment method. Please note it can take a few more days for your bank to complete the refund, depending on their processing time.
By placing an order you agree to these terms and conditions.
Please contact us on 01389 734447 if you have any other questions.