RECEIPTS & RETURNS INFORMATION
1) In the event that the goods are damaged, incorrect or there is any other problem with the order upon arrival, the customer needs to notify us by email at firstname.lastname@example.org within 48 hours.
2) If the goods do not arrive within 10 days after our "Shipped" notification email is received, the customer must inform us via email at email@example.com or phone / post.
We will do everything we can to assist by communication with the carrier and provide the customer with proof of posting.
In most cases a claim will be made by us to re-cover costs of the order*, once received we will despatch a replacement.
* With First Class, Second Class and Basic Airmail services, refund of postage costs is not given by Royal Mail (only the goods value up to £20) so for maximum protection we recommend the signed for services. We reserve the right to impose a basic charge when resending the goods when these lower cost services are selected.
Occassionally packages are returned to us, sometimes several weeks after being originally despatched, where the customer has used a signed for service. The postal service has tried to deliver the goods on more than one occasion but no-one was at home to sign for the package. Please note that on these occasions when we receive an order back, a refund for the cost of the products will be made, but as the postage cost is not refunded by Royal Mail (or other carriers) we are unable to refund this amount. Before selecting tracked or signed for service please make sure that someone is available to receive and sign for the order when it arrives.
3) Please also refer to item 5) in our general terms and conditions if you live outside the UK
Part of K & J Services E&OE 2017/1