REFUND & RETURNS POLICY
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
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.
Fridja orders have their own returns policy, please contact us.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- 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 30 days after delivery
REFUNDS
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 credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 at info@totalwardrobecare.co.uk.
MISSING ITEMS, LOST PARCELS & DELIVERY INVESTIGATIONS
We take great care to ensure that every order is checked, packed and dispatched correctly before leaving our warehouse. If you believe your order has arrived with missing items, has been damaged in transit, or has not been delivered, please contact us as soon as possible at info@totalwardrobecare.co.uk.
To help us investigate, we may ask you to provide photographs of the outer packaging, internal packaging and the contents received. If the packaging has been disposed of, we may ask you to describe the packaging and the condition in which your parcel arrived.
All claims for missing items or lost parcels are investigated using our dispatch records, including packing records and parcel weight information. Where necessary, we will raise an investigation with Royal Mail or the relevant courier.
Please note that investigations carried out by Royal Mail or our courier partners can take up to 10 working days to complete. During this time, we are unable to issue a refund or replacement until the investigation has been concluded.
We appreciate your patience while we investigate your claim and will keep you updated throughout the process. Once the investigation has been completed, we will contact you with the outcome and any next steps.
SALE ITEMS
Only regular priced items may be refunded. Sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective, damaged or incorrect due to our error.
We are unable to exchange unwanted items for an alternative product. If you would like a different item, you will need to return the original item in accordance with our Returns Policy for a refund. Once your refund has been processed, you can place a new order for the item you require.
If you have received a defective, damaged or incorrect item, please email us at info@totalwardrobecare.co.uk before returning your item.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
SHIPPING RETURNS
To return your product, please send it to:
Total Wardrobe Care
Unit 4 Farringdon Industrial Centre,
The Old Station Yard,
Gosport Road,
Farringdon,
Hampshire,
GU34 3DD
If you are returning an item because you have changed your mind or no longer require it, you will be responsible for the cost of returning the item. Original shipping charges are non-refundable.
If the return is the result of an item being defective, damaged, incorrect, or due to an error on our part, please contact us before returning the item. We can arrange a Royal Mail collection at no cost to you.
Alternatively, if you would prefer to return the item yourself, we ask that you use the Royal Mail Tracked 48 service. We will reimburse the cost of Royal Mail Tracked 48 once the item has been received and the claim has been verified. We are unable to reimburse the cost of returns sent using alternative courier services unless agreed with us in advance.
Depending on where you live, the time it takes for your returned item to reach us may vary.
For your peace of mind, we recommend obtaining proof of postage when returning any item. We cannot accept responsibility for returns that are lost in transit and cannot guarantee that we will receive your returned item.
