HOW DO I RETURN AN ITEM TO YOU?
You have 14 calendar days in which to return an item to us. You will receive an invoice with your parcel and on the reverse of this is the returns form. You will need to fill this in accurately with your name, order number, order date and the item you are returning (item description, colour, size and quantity). You will also need to specify whether you want a refund or an exchange. If you require an exchange, you will need to specify on the lower half of the returns form the item you would like instead (stating item name, colour, size and quantity). If you have bought an item in the sale we may no longer have an alternative size available in the style that you originally ordered so you should give us a couple of alternative items that you would like instead so that we can fulfill your request as quickly as possible. If there is a price difference we will contact you with a payment request and as soon as this has been paid we will ship your parcel.
It is your responsibility to ensure that all necessary customs documents and declarations are completed correctly so that your parcel clears UK customs. We will not be held responsible for delays due to missing/ incorrect paperwork/ incorrect declarations/ incorrect goods values being applied to the parcel by you. We will not pay any customs/ duties fees to release your parcel. All charges are your responsibility and we will not provide refunds/ exchanges without the parcel being physically in our possession.
WHAT IS YOUR RETURNS ADDRESS?
Please send all parcels to:
HERITAGE APPAREL LTD, J & S House, Unit 1, Denton Drive, Northwich, Cheshire, UK, CW9 7LU.
Our returns department will only accept returns to this address to enable them to correctly handle and process your parcel. You are advised to use a delivery service/ courier who will deliver to a P.O. box as we will not provide an alternative delivery address.
Please ensure that your returns form is filled out completely and accurately and is included with your parcel. If we receive a parcel without the necessary paperwork we will hold on to it for 14 days – after this time we will return the item to stock.
It is your responsibility to provide us with the necessary information to process your return efficiently and accurately. We will not try to find out who has sent anonymous returns to us.
I’VE POSTED AN ITEM BACK TO YOU BUT YOU HAVEN’T RECEIVED IT, WHAT DO I DO?
It is your responsibility to pay for returned items and we recommend that you use a tracked and signed for service. We cannot accept responsibility for items that have been posted by you but have not reached us. We will not be able to contact couriers/ mail service providers on your behalf to locate your parcel. You will need to contact the delivery provider that you used to locate your parcel using the tracking information or to start a claim. You are advised to use a delivery service/ courier who will deliver to a P.O. box as we will not provide an alternative delivery address.
When you post a parcel back to us it is your responsibility to ensure that you have filled in all of the necessary customs documents and declarations correctly. We will not pay any customs fees to release your parcel. Our delivery partner will hold the parcel for 21 calendar days after which time the parcel will be returned to you. We are unable to obtain information from our delivery partner relating to the name of the sender or the country the parcel was sent from which means that we will not be able to contact you.
IS THERE ANYTHING I NEED TO KNOW ABOUT RETURNING ITEMS TO YOU?
All items returned to us must be in the original condition and packaging in which they were sold, with all original tags attached and folded up and in the original plastic bag.
When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a scent or mark.
Discolouring due to contact with aftershave, harsh detergents or other colour fading agents does not constitute a manufacturing/ fabric fault and we are not obliged to provide a refund/ replacement if the returned garment has been in contact with any substance that causes colours to fade. We will send the garment back to you if the discolouration is not a genuine manufacturing fault. (Please note: our quality control department has seen every type and cause of discolouration so we will know exactly what has happened to the garment!)
Damage caused to garments once worn or whilst being worn i.e. Rips and tears are not a manufacturing /fabric fault. It is your responsibility to select the correct size garment and to take precautions when wearing the garment to avoid contact with sharp objects or objects which may catch the fabric and cause a tear. We reserve the right to provide a refund or exchange for a replacement item if we deem that the garment has deteriored due to something other than a manufacturing/ fabric fault and we will return the item back to you. (Again, our quality control department can easily identify genuine manufacturing/ fabric faults and rips and tears incurred due to an item not fitting or being caught on something sharp. So please be aware that they will know exactly what has happened to the garment!)
All garments are provided with clear washing instructions, however, these are to be used as a guide and we cannot be held responsible for any discolouration that may occur and are not obligated to provide a refund or replacement. If you are unsure you should launder the item separately at the lowest temperature possible and avoid tumble drying, drying over radiators or close to any hot area. Please see the care guide below for additional information about washing your garment:
- Always read the care label and washing instructions before washing your clothes.
- Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
- The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
- Rinse swimwear immediately after use and do not wring.
- Turn garment inside out before washing.
- Do not use too much detergent.
- Do not use fabric detergents which contain bleach.
- Do not tumble dry garment unless indicated on the care label.
- Do not iron prints, trims or embellishments.
- Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
- Garments with metal trims should not be left to soak.
HOW LONG DOES IT TAKE TO PROCESS MY REFUND/ EXCHANGE?
We endeavour to action your request for a refund/exchange within 48 hours of receiving your parcel. However, it may take up to 10 working days to process your request during busy periods.
If you have returned an item for an exchange you will receive an email notification with your new item on an invoice. This indicates that your replacement item will be shipped to you within 24 hours.
If you have returned an item for a refund you will receive an email credit note detailing the value of the refund.
HOW LONG DOES IT TAKE FOR MY REFUND TO BE BACK IN MY ACCOUNT?
Where money has been refunded into a PayPal account the funds should be available the same day as the refund was processed.
If you originally paid using a credit/ debit card then the funds will usually be available in your account within 48 hours.
Regardless of which method of payment you used, there may be occasions where the returned funds may take a minimum of 3 working days to clear and be available in your account.
I’VE SENT AN ITEM BACK FOR A REFUND BUT I’VE NOTICED THAT A POSTAGE CHARGE HAS BEEN DEDUCTED – IS THIS RIGHT?
If your order originally qualified for free delivery we reserve the right to refund items being returned to us minus a standard delivery charge if the remaining items on your order fall below the free delivery charge threshold.
WHAT HAPPENS WHEN I’VE PAID USING SOME POINTS AND I WANT A REFUND?
The value of points used when you place your order are always deducted from the first item on your order (although on your invoice the points deducted appears at the bottom and the first item appears as full price – it is the first item that has the full points discount applied). Therefore, if this is the item being returned, you will be refunded the value of the item minus the value of points used. The points will then be available in your account to use in the future.