Returns & Refunds
Unfortunately we do not currently offer online or store exchanges for online orders. We can however help facilitate the re-ordering process of an item in a different size. If you think that you have purchased the wrong size and wish to exchange your item, please contact us on the chat, via email at firstname.lastname@example.org or on 0845 076 5545 and we will walk you through the return & re-ordering process.
*Festive Period - Return Policy*:
We have extended our return policy for the festive period. Any item purchased online from the 1st of November 2017 can be returned to our warehouse up unil the 31st of January 2018.
Standard Returns Policy:
You have a right to cancel your order without having to give a reason at any time before your goods are dispatched or within 14 days after delivery, such 14 day period beginning on the day after you receive the goods. Where your order comprises multiple delivery shipments, the 14 days cancellation period for the goods in your order begins on the day after you receive the delivery of the last shipment to you.
You may cancel your order free of charge by returning the item to us following the below instructions:
2. Please avoid damages to and soiling of the products
3. If possible, please return the products and their accessories in their original packaging. When you don’t have the original packaging anymore, please make sure that the packaging is appropriate to avoid damages during transport.
5. Put the pre-paid Returns Label on the return parcel. We have sent this Returns Label together with your goods. If you have lost this Returns Label, please contact us on (0207) 078 3777 or email@example.com to receive a new copy.
Please note that the aforementioned cancellation procedure, which is free of charge, is not obliged. You can also use the Model withdraw form and send this together with the goods to:
Van de Velde nv
Department E-commerce Rigby & Peller UK
In this case the return is at your expense.
If you are cancelling because of any problems with the goods, please notify us of the problem at the time of cancellation.
Following cancellation we will refund you the price paid for the cancelled order (or part of the ordered cancelled) less any collection or return charges (if any). We will also refund any standard delivery charges paid, or any amount equal to those charges if you choose to elect a more expensive delivery charge.
Your returned parcel can take up to 7 days to reach us. Once received, you will be sent a confirmation email and your refund will be processed within 48 hours.
We will refund you once your return has been processed and not later than 14 days upon receipt of your return, provided your return has been accepted. We will refund you using the same method of payment as you used to pay for your order. We reserve the right to make a deduction from the amount of the refund for loss in value of the goods returned where the goods show signs of unreasonable use. For these products unreasonable use means handling the goods beyond what is reasonable to establish the nature, characteristics and functioning of the goods, in particular if it goes beyond the sort of handling that might reasonably be allowed in a shop. We may withhold any refund until we have received the goods or you have supplied proof of return for the goods. If at the time of purchase you received a discount on the full order, this discount is divided amongst the different articles pro rata the purchase price. If you return this order (partially), also the discount (partially) shall be taken into account and actual amount paid shall be refunded.
Without limiting your cancellation rights as set out above, if you are not satisfied with a product for any reason e.g. if it is not what you ordered, it is damaged or defective, or we have delivered an incorrect quantity, please return the product to us. Once we have confirmed the product defect or other problem, we will:
° Provide a full refund for any product that is not what you ordered;
° Provide a full refund for any goods that are damaged or defective, if this is within a reasonable time following the sale; or
° At your option, repair or replace the goods at our cost (including the cost of postage) unless this would not be possible or would be disproportionally costly in the circumstances in which case we will refund to you the amount of paid for the goods in question.
We will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed you via e-mail that you were entitled to a refund for defective goods.
In case you paid via credit card, we will refund you using the same method originally used by you to pay for your purchase. In any case please provide us with your bank details: should we be unable to refund you on your used payment method, we will refund you on your bank account. If at the time of purchase you received a discount on the full order, this discount is divided amongst the different articles pro rata the purchase price. If you return this order (partially), also the discount (partially) shall be taken into account and actual amount paid shall be refunded.
If you paid for your order with an eVoucher, you will be contacted by customer services so that you can be issued with a new eVoucher.