Due to current Royal Mail delays, it is currently taking longer than normal for items to reach our warehouse. All returns will be processed promptly when they reach us.
|Delivery Destination||Returns Charge||How?|
|UK||FREE||label in parcel|
|Rest of the World||£15 per Parcel||Return Portal|
For free or fixed price International returns, you must buy from the appropriate international site (ie if you are in the USA you must buy from the US website).
We have a history of happy online customers, but should you want to return any item to us for any reason, it should be done within 28 days or 14 days if it's a sale item. This does not affect your statutory rights in relation to returning faulty products and the process with regards faulty products is set out below.
Refunds couldn't be easier. Just return your goods to us, and we'll start putting everything in hand the moment they arrive. Full details are below. If you have any other questions or queries don't hesitate to get in touch with our Customer Care team on 0800 622 6030 or firstname.lastname@example.org
Where a return has been made (and is in the appropriate condition, as described below), we will refund your return as promptly as possible upon our receipt of the returned goods (any refunds will be reimbursed, via the same method as payment, within 14 days of us receiving your return).
For exchanges, please return you items for a refund and place a new order (otherwise, we cannot guarantee stock will be available). Our team will be happy to sort any issues this causes with discounts.
UK ReturnsYou do not need to contact us before returning your item, just put the order summary back in the box, along with your goods, using the Freepost label to send the parcel off to us. Please make sure you ask for a proof of posting certificate. This delivery is available free of charge. Please note that refunds can take up to 14 days to reach your account once we have confirmed that a refund is due.
- You should receive a freepost label with your delivery.
(If not, you can create a new one here.)
- Include your packing slip (or a piece of paper with your name and order number) in your parcel.
- Take it along to any Royal Mail Post Office - make sure you ask for a free certificate of postage.
We now have free returns for customers in the USA, Canada, Australia and Europe. For all other countries, we have arranged a flat £15 cost per parcel returned through our returns portal.
Please use our returns portal to arrange your return. If you have any questions, please do not hesitate to contact us.
Other TermsCustomised Products: We cannot refund or exchange customised products unless faulty.
Condition: Returned Items must be unworn, in a resaleable condition, and in their original undamaged packaging. We reserve the right to return any items to the customer, without refund or exchange, in cases where the product or packaging is returned in such a condition that the item is not fully resalable.
Christmas Returns: Hassle free gift buying: No need to worry, any products bought between 1st November and 22nd December as Christmas gifts can be returned up to 15th January the following year as long as they are returned in a saleable condition and in their original undamaged packaging.
Sale & Clearance Returns: All unwanted gifts or purchases bought in sale or clearance can be returned for an exchange or a refund within 14 days with proof of purchase. Please note goods must be returned in the condition received and with its original packaging. Your statutory rights are not affected.
Faulty Returns: We hope that you love your Oliver Sweeney products. However, if you find a fault with your product please explain this to us on the back of your order summary or call our Customer Care team on 0800 622 6030 to discuss. We will deal with faulty products on a case by case basis and will always ensure that your statutory rights are being respected.
Promotional Returns: If a return is made on a promotional order (e.g. a multi buy promotional offer) to calculate the refund due we shall reapply the promotion offer to non-returned items and the refund shall be the value of the returned items less any promotional discount to which your revised order is no longer eligible. In the case of gift with purchase promotions if the return does not include the complimentary gift and the monetary remainder of the order fails to reach the amount required to qualify for the promotion, the price of the complimentary gift with purchase will be deducted from the item(s) returned.
You are entitled to cancel your order if you wish providing you act within 14 calendar days of receipt of the goods.
If you wish to exercise this right prior to despatch of goods please email email@example.com or call 0800 622 6030. If your order has already been despatched, you can cancel by emailing firstname.lastname@example.org, calling 0800 622 6030 or writing to Customer Care by post to Imperial works, Block B Perren St, London, NW5 3ED. If you wish to write or email you may do so by using our model cancellation form. Please follow our Return Policy and send the order back in relevant condition and in its original packaging.
Please note your right to return products does not apply on customised items (those made to your specifications), these may only be returned if they are faulty. For faulty customised products, please see the 'Faulty Returns' section of our Returns Policy above.
Once we have received notification that you are cancelling your contract, we will reimburse to you (by the method used to pay for the original transaction) the value of the cancelled product provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. The value of the refund will be reimbursed to you as soon as possible and in any event within 14 days of receiving the goods back or on receipt of a proof of posting. The refunded value shall include the cost of original delivery (except for the supplementary costs arising if you chose a type of delivery other than our standard and least expensive method of delivery). However, you will be responsible for the cost of returning the product(s) to us (at the address listed below) and, as such, in the event that you use our free returns process we will deduct the value of the return from your refund amount.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is a result of unnecessary handling by you. We will make the re-imbursement no later than 14 days after the day we receive back from you any goods supplied.
If you do not return the goods delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.