Spoiled Brat Return Policy
You will receive an order confirmation once your order has been successfully processed. In addition, a shipping confirmation e-mail will be sent once your order has been dispatched and this confirmation will also include a consignment number.
- UK Standard Delivery (2-7 Working Days) = £3.95 & Free for orders over £100
- Next Working Day Delivery (ordered before 13:00) = £9.95
Prior to dispatch, you can login to your account using your email address and password, select ‘My Account’ at the top of the page and click the ‘Click here to review online orders’ link in the account options menu to view past orders and current orders that you have placed.
UK Mainland Shipping
Standard Delivery (Approx 2-7 working days)
Special Delivery (next day delivery – ordered before 13:00)
Please note that any “special delivery” items ordered on a Friday, are not guaranteed until the following Monday – as Royal Mail do not count Saturdays as “working days”
We aim to ship all orders placed before 1pm the same day.
International Shipping
(please note these are only approximate dates from Royal Mail website)
Europe:
Standard 2-3 working days
USA & Canada:
Standard 4-8 working days
Everywhere else:
Standard 8-14 working days
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When we deliver your item they will collect a signature to confirm receipt. We then update the online tracking system with details of the delivery time and date. We also add an electronic copy of the signature taken, with the Electronic Proof of Delivery (ePOD) service to ensure maximum security.
If you have not received your order, please contact us quoting your order number.
Please note that delays can occur in customs, and these delays are beyond our control.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Please note once your order is shipped, we will email you with tracking information. If you are not in to sign for the package the royal mail should leave a card, with details of where to collect. Furthermore, with the package tracking reference which have have been emailed to you, you can locate the package via the Royal Mail website & arrange for redelivery.
Any package that is then returned by royal mail, as it has ‘not been called for’ or ‘incomplete address’ (it is customers responsibility to ensure a full valid address is entered) – we will email you via your account section of the website & notify you of such. We can reship item, however must charge you again for postage costs.
Please remember, some of our products are part of our “Marketplace” so will come direct from the relevant brands. These will be marked as such on the product.
Returns
Simply request your return via “your account” section of our website and you will be sent a returns form and a RA number – making your shopping experience hassle free.
How to use our Returns Service :
- Login to your account you have with us
- Go into the “My Order History” and select which products you wish to return, and reason for return (ie exchange, refund, etc)
- Please note this will only work for up to 14 working days after date of dispatch
- Click “return request” , paperwork will then be generated and emailed over to you, along with a address label
- Go into your local post office, and send back to us – we always recommend using a trackable source of mail
- We will then email you confirmation when we have your return back and a further email once your refund has been processed
You can ship your parcel using your own preferred courier or mail service, please make sure that adequate insurance is taken to ensure the safe delivery of your order. We cannot take responsibility for items lost . The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
You can return any item (unless made to order) within 14 days of receipt for a refund of that item or to exchange it for a different size or colour.
For returns made outside the Consumer Contracts Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them, via a credit note. In all cases, the items returned must be in their original condition (unless faulty). All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse.
PLEASE NOTE, ALL MARKETPLACE PRODUCTS (FOR REFUND OR EXCHANGE) NEED TO BE RETURNED DIRECT TO THE BRAND USING PAPERWORK ENCLOSED IN ORDER
United Kingdom’s Consumer Contracts Regulations (June 2014)
You have 14 days to return goods to us (including bank holidays and weekends).
Goods must be back with us by the 14th Day.
The returns period starts from the day delivery was attempted.
Returns are valid as long as you return your item/s back to us in unworn & unused condition with all original packaging. We’ll process your refund or exchange within 14 working days after receipt of your return.
All items must have the original tags still firmly attached, so please take care when trying the goods on at home. If the tag is removed, no refund will be issued and the item will be forwarded back to your address or a credit note issued.
If you return something outside of the returns period, we reserve the right to issue a credit note or resend the goods ordered back to the original delivery address.
It is your responsibility to make sure you send the return using a recorded & trackable service, as we cannot refund any lost, missing or damaged parcels. It will be your responsibilty to claim.
Please note we are unable to refund any postage or carriage charges for returns.
Don’t forget – all refunds will be issued back to the original method of payment. If your item is faulty, please send it back to us as soon as you can. We’ll try our best to repair or replace it, but if we can’t, you will be issued with a full refund.
If you would like to exchange your goods, please state this clearly on your returns form. If you are exchanging goods, please note the 14 day money back period still applies from the date of original purchase so bear this in mind if you are wanting to exchange your goods for another size as we’ll only be able to issue you with a credit note.
Our Returns Address is :
Spoiled Brat Returns
11 College Gate
Bearsden
Glasgow
G61 4GG
You can also return to us, at your own cost via Collect+ , please click here to be taken to our page to download labels.
If you are returning any goods from Europe or Worldwide, particularly the USA, please note on the package that they are RETURNED GOODS
The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.
Made to order items (bespoke) can not be returned or cancelled, unless faulty.
Faulty Item:
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and details of the fault, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Incorrect Item:
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Goods must be sent back for inspection, before a refund will be issued. If product is found to be incorrect or faulty, then a replacement or refund will be issued along with a refund for postage costs.
Discount Codes & Vouchers:
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Promotional Offers
All promotional offers, e.g. free gifts, must be returned in their entirety. Failure to comply may result in you being charged the full price for the items you keep.
This returns policy does not affect your statutory rights.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force.
Made to Order
Please note that all made to order and special order items are non-returnable, non exchangeable. You will receive a confirmation e-mail at your purchase of made to order items with further details.
Refusals
Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to us, and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.
The customer is responsible for all duties and/or taxes. If you refuse an item and we are charged a duty and/or tax, that duty and/or tax amount will be deducted from your order total before we credit your account.
Please see our FAQ‘s page for further help
For more information visit Spoiled Brat
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