Returns Policy

What is your Returns Policy?

We want you to be delighted with your purchase but if, for any reason, you’re not you can return any item within 30 days of receipt. Please note we can only accept items for exchange or refund if the goods are in perfect condition, in its original packaging and with their labels intact.

We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase.

We are not able to refund any postage charges on unwanted items but we will send any exchange items free of postage charges. If the parcel is too large to go via Royal Mail, for a charge we can also arrange for our courier company to collect the parcel from your home. We will need to take the additional payment from you before we can arrange the collection. You will need to be at home to hand over the parcel.

You have a right to cancel your order within 14 days of receiving your purchase. This 14 day period begins the day after you receive the items from us. Please notify us in writing within 14 days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund including any delivery charge. If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

Please provide proof of purchase when returning an item. 

How do I return something?

Within the order packaging, you will find details of your order together with details of our returns process on our Returns Note. If you have not received this document, please contact us on 023 80 772 928 (Monday - Friday 10.00am to 4.00pm Excluding Bank Holidays) or you can print off our printable returns form below: 

Download Returns Form

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Please send your completed Returns Note with your returned goods. It would really help us in developing our products if you could give a reason why they were not suitable.

Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer or order number if possible, email address and daytime telephone number plus a note of what you are returning and why and whether you want a refund or exchange for another product.

Make sure your items are securely wrapped and send your return to:

Total Wardrobe Care

Unit 406 Solent Business Centre

Millbrook Road West

Southampton

SO15 0HW

 

What if the item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item.

How do I arrange an exchange?

Once we have received the faulty product following the returns instructions, if the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number and your email address so we can contact you.

How long will it take to deal with my return?

Once your parcel has been received by our team it can take up to 5 working days to fulfil your request.

When we have dealt with your parcel we will confirm this to you by the email you have provided on your returns form.

Please remember that it can take up to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 023 80 772 928 (Monday - Friday 10.00am to 4.00pm Excluding Bank Holidays) so we can investigate.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at

www.hmso.gov.uk/si/si2000/20002334.htm

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