RETURNS

We accept returns on none embellished/personalised items, no quibble, and always make this process as easy and hassle free as possible.  If you are not completely satisfied with your purchase, simply return the item(s) to us within 14 days of receipt. All returns/exchanges are subject to a 15% restocking fee.

Embellished/personalised items – any product that has had additional embellishment or personalisation e.g. name, initials or logo, are exempt from our money back guarantee. We will not accept returns of embellished/personalised goods except where the goods are deemed to be faulty.

Items should wherever possible be returned in their original packaging with the Order Number. It is very important that when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you require.

If you are returning a non-faulty item outside the Consumer Contracts Regulations, then the cost of returning the item to us is your liability. The item is your responsibility until it reaches us so for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

If you have returned a non-faulty item and have requested an exchange, then a further carriage charge will be due along with any additional costs associated with the replacement item. A member of our sales team will contact you in due course to collect any additional payment.

We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that you may inspect and try on the goods, but tags should not be removed from any item and the original packaging should be retained. Goods should not be soiled, torn or damaged.

Please send your returned goods to:

Returns Department, Purbeck Embroidery Ltd, Unit 8, The Sidings, Victoria Avenue Industrial Estate, Swanage, Dorset BH19 1AU

As soon as your return has been processed, we will email you to let you know. In the unlikely event that you do not receive this email within 10 days of posting your parcel to us, please get in touch with our Returns Department info@purbeckembroidery.co.uk and they will confirm if it has been received.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

Please allow 10 working days from receipt of your return for us to process a refund, and then allow a further 5-10 working days for the funds to clear your account. This time frame is dictated by your bank or card issuer.

Your refund will be credited by the same method with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.

International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains ‘returned goods’ or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our items.

 

Quick Q & A

I returned an item and it was incorrectly refunded or replaced
We are very sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted. In this case we would automatically issue you with a refund and email you to let you know.

If you were expecting a refund and we sent you replacement goods, please get in touch with our customer service team so we can sort it out for you.

In the absence of instructions from you, we will assume you want a refund for the returned goods.

Have you received my returned goods?
As soon as your return has been processed by our warehouse, we’ll email you to let you know.

In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please get in touch with our returns department,  info@purbeckembroidery.co.uk and we will confirm if it was received.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

I have been refunded the incorrect amount?
We are very sorry if we have made a mistake on your refund. Please get in touch with our customer service team who will try and sort it out for you as quickly as possible.

The following may affect the amount you have been refunded:

  • The delivery charge, which would only be refunded for cancelled orders made under Consumer Contract Regulations or if the goods are all faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable.

My return was processed but I was not refunded my delivery charge.
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the Consumer Contract Regulations, or the entire order was faulty.

Return Postage
If you are returning a non-faulty item outside the Consumer Contract Regulations, then the cost of returning the item to us is your liability. Please note the item is your responsibility until it reaches us, so for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

How do I return goods to you?
If you are not completely satisfied with your purchase, simply return the item(s) to us within 14 days of receipt. For your protection, we recommend you choose a postal service that insures you for the value of the goods you are returning.

Please note: it is very important that when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange. Without these details we will not be able to take the action you require.

International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains ‘returned goods’ or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty to receive back our items.

Exchange
If you require a different size or colour of the same item, please indicate so when returning your item(s) then follow the returns process as stated below. If the new size/colour is unavailable we will refund you and email you to inform you of this.

Items should wherever possible be returned in their original packaging with the order number enclosed.

It is very important that when you return an item that we know the order number to which it relates, as well as your details. Please clearly state weather you want a refund or an exchange. Without these details we won’t be able to take the action you require.

The cost of returning the item to us is your liability.

The item is your responsibility until it reaches us, so for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that: you may inspect and try on the goods but tags should not be removed from any item and the original packaging should be retained, goods should not be soiled, torn or damaged.

Please send your returned goods to:

Returns Department, Purbeck Embroidery Ltd, Unit 8 The Sidings, Victoria Avenue Industrial Estate, Swanage, Dorset, BH19 1AU

Please allow 10 working days from receipt of an exchange for us to process. Once an exchange has been processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation).

After receiving the exchange confirmation email please allow 5 days for receipt of the goods.

International Exchanges
If you require a different size or colour of the same item, please indicate so when returning the item(s). then follow the returns process as stated below. If the new size/colour is unavailable we will refund your card and email you to inform you of this.

Items should wherever possible be returned in their original packaging with any enclosed documentation.

It is very important that when you return an item that we know the order number to which it relates, as well as your details. Please clearly state weather you want a refund or an exchange. Without these details we won’t be able to take the action you require.

The cost of returning the item to us is your liability.

The item is your responsibility until it reaches us, so for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that: you may inspect and try on the goods, but tags should not be removed from any item and the original packaging should be retained, goods should not be soiled, torn or damaged.

Please send your returned goods to:

Returns Department, Purbeck Embroidery Ltd, Unit 8 The Sidings, Victoria Avenue Industrial Estate, Swanage, Dorset, BH19 1AU

Please allow 7 working days from receipt of an exchange for us to process. Once an exchange has been processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation). After receiving the exchange confirmation email please allow 7 days for receipt of the goods.