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RETURNS & EXCHANGES
What is your return policy?
What’s the best way to send my returned goods back?
What happens if my goods arrive damaged, faulty or incorrect?
What happens if I don’t like the items or they do not fit?
Do I have to pay for postage if I want to return or exchange an item?
What if I want to exchange my item for something cheaper or more expensive?
How long will it take for you to process my exchange or return?
Where should I send my returns?
Q. What is your return policy?
Full price items
Here at Celtic Sheepskin we want you to be completely satisfied with your purchase. If you’re not happy with your product for any reason, it can be returned for a refund or an exchange.
You have up to 60 days after purchase to return your full price products, however we insist that the products must be returned unused and have their swing tags and washing instructions intact.
Reduced items
Please note that reduced items work slightly differently. These must be returned within 14 days, rather than 60 days. All items must be returned unused and have their swing tags and washing instructions intact.
Discounts & Promotions
If you are returning goods that you bought using a discount or promotion offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or promotion offer will no longer apply. All items must be returned unused and have their swing tags and washing instructions intact.
The value of your goods will be refunded in full excluding your original postage costs.
This does not affect your statutory rights as a consumer. Please note that we are not responsible for return postage costs other than for damaged, faulty or incorrect goods. If this is the case, please contact us before returning items.
Q. What’s the best way to send my returned goods back?
When returning any goods to us, we recommend that you send returns by recorded delivery and that you keep proof of posting, as we cannot be held responsible for packages that fail to reach us. Please check with the post office that your parcel is adequately insured against loss or damage.
If you are returning an item from overseas, please ensure that the postage is paid in full and the postal docket is ticked as ‘Returned Goods’ to avoid an import duty levy from HM Customs & Revenue for which we will not be liable.
Q. What happens if my goods arrive damaged, faulty or incorrect?
If you receive damaged, faulty or incorrect items, please contact us so that we can send you a pre-paid returns label. We will do our utmost to resolve the issue quickly and with as little inconvenience to you as possible. We will be happy to exchange them for the same items within 60 days of the date of despatch. If you would prefer a refund, then the value of damaged, faulty or incorrect goods will be refunded in full, including your postage costs. For products that develop a fault after 60 days please contact us.
Q What happens if I don’t like the items or they do not fit?
No problem, just send them back to us within 60 days and depending on your preferences and our stock levels, we can either exchange it or give you a full refund. Please complete the "Returns" form which is printed on the back of your invoice/delivery note, or include a letter with your name and address (and the details of the purchaser if different), stating whether you would like a refund or an exchange (with the new style, size and colour).
Q. Do I have to pay for postage if I want to return or exchange an item?
Yes, you will have to pay for return postage unless you have received an item which is damaged, faulty or incorrect – in which case please contact us so that we can send you a pre-paid returns label. However, we will happily exchange items for a different size or style with no additional postage costs.
Q. What if I want to exchange my item for something cheaper or more expensive?
We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one.
Q. How long will it take for you to process my exchange or return?
We aim to process your return within three days of receipt, however, in very busy periods this can take up to seven days. However, please be aware that your bank may take up to a further 7 days to show the transaction on your account, therefore we ask that you allow 14 days from the date that we receive your return for the refund to appear.
Q. Where should I send my returns?
Send your goods back to us at:
Celtic Sheepskin Co. Ltd.
Treloggan
Newquay
Cornwall
TR7 2SX
If you need to talk to us about an exchange or refund please call us Monday to Saturday 9.00 to 5.00pm on 01637 871605. Alternatively you can email us at support@celtic-sheepskin.co.uk
