Delivery & Returns Policy
Using our standard delivery service, we aim to deliver your order within 5 working days however this cannot be guaranteed. We endeavour to keep you up to date should we experience any delays. If we are unable to meet the estimated delivery date, you are entitled to cancel your order provided that the order has not been dispatched.
Item(s) will be delivered to the address you provided at the checkout stage. It is possible to change the delivery address should you make a mistake, however this is subject to further communication between us and you and can only be changed if the item(s) has not already been dispatched.
Delivery to UK Mainland is charged at a flat rate of £3.99 per order. We also offer free shipping on orders over £75, UK mainland only. We aim to dispatch orders within 3 working days however this is subject to stock availability.
You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which the Goods are delivered to the place where you have specified delivery.
To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement (e.g. a letter sent by post, fax or e-mail) by contacting us using the email below, ensuring you clearly state the brand you wish to return products for.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. You should keep proof of sending us your cancellation.
This clause does not apply where the Goods have been made to your specifications or have been personalised or the Work has been completed by us, even if the cancellation period is still running; (1) If you end the contract without a good reason then the contract will end immediately and we will refund any sums paid by you for the Goods not provided but we may deduct from that refund (or, if you have not made an advance payment, we will charge you) reasonable compensation for the net costs we will incur as a result of your doing so; (2) Returning the Goods after ending the contract: If you end the contract after the Goods have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us within 7 days of delivery. Unless you have a “good reason” for ending the contract (in which case we will pay the cost of return), you must pay the costs of return, which will be the same as our charges for standard delivery; (3) How we will refund you: Any refund payable will be made by the same method you used for payment within 14 days of us receiving your written notice of cancellation.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We strongly recommend that you use a recorded delivery service to return the item for your protection. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Several types of goods are exempt from being returned. Perishable goods such as bottled products that have been opened cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the original manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Items with obvious signs of use
- Software that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank, it may take some time before your refund is officially posted and there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us here: Online.Store@inchcape.co.uk, ensuring you state the name of the brand you wish to return products for.