Returns

WE ARE SURE YOU WILL WANT TO KEEP YOUR BEAUTIFUL SCARAMANGA PRODUCT FOREVER, BUT IF YOU DO CHANGE YOUR MIND, OR HAVE MAYBE CHOSEN THE WRONG GIFT FOR SOMEONE, WE ARE OF COURSE HAPPY TO EXCHANGE OR REFUND YOUR ORDER.

Returns Procedure

• All you have to do is contact us within 14 days of receiving your order and we will send you a returns form. You then have a further 14 days to send the goods back to us and as long as the items are returned in their original condition and sent back in suitable packaging, we will give you a refund for the cost of the item including your original standard delivery charge.
• If you then want to get exchange your item and get something else (and who can blame you), you can then just place a new order.
• To make it nice and easy for us please enclose your Invoice and the Returns form explaining why you are returning/exchanging the item so that we can process it quickly for you.

The Small Print:

• We will not be able to provide a refund for any goods that appear to have been used, or that have been damaged in the post so please ensure you pack the bag carefully and place the strap inside the bag.
• We strongly recommend using Royal Mail Recorded Delivery and always suggest you keep a tight hold of you proof of posting (available free of cost at Post Office counters) when returning goods as we cannot be held liable for any items that we do not receive or are lost or damaged in the post when they are returned.
• Items returned from countries outside the UK must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR EXCHANGE'. If you fail to state this, you may be liable for customs duties of up to $50.
• Furniture items: if you wish to return your order, and we arrange the collection for you - there will be a minimum charge of £10 for collection, which will be taken from your refund. The return cost will usually be higher than the initial delivery charge. If the delivery was made by our delivery partners Glenrich Northern the delivery return will be a minimum of £120. Return pallets booked and managed by us will cost a minimum of £60.
• Gift sets and returns: all items within a gift set must be returned including any Gift Vouchers.
• Promotional Gift Vouchers: If you buy a product that comes with a promotional Gift Voucher, and then return the product for a refund the Gift Voucher must also be returned unused.
• We cannot accept returns of face masks for hygiene reasons.

IF YOU RECEIVE DAMAGED OR FAULTY GOODS:

We really hope this never happens, but our bags, accessories and furniture items are all made by hand and we may get the occasional fault that develops. We will try and rectify this as soon as possible as we are very proud of our beautiful products and want you to be able to enjoy them for years to come. We stick by the Consumer Rights Act 2015 so that if you receive damaged/faulty goods we ask that:

• You call us +44 (0) 1334 657 642 or e-mail us within 30 days. You then have a further 14 days to send the goods back to us. We might ask that you send us photographs of the item and the damage so that we can assess what the best option is.
• If the item is faulty we would then ask you to return the item to us (we will send details on how to print your free Returns label) and we will arrange for the item to be repaired. Please enclose your Invoice and the Returns form, explaining why you are returning the item so that we can process it quickly for you. Please always retain proof of posting (available free of cost at Post Office counters) when returning goods. Unfortunately, we cannot be held liable for any items that we do not receive or are lost or damaged in the post when they are returned.
• If possible, we will try and repair the bag or accessory for you, but if a repair is not possible we will replace the item. If a replacement is not possible because we no longer have the stock, we will offer a refund in full (including the original delivery charge).
• Items returned from countries outside the EU must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR EXCHANGE'. If you fail to state this, you may be liable for customs duties of up to $50.

 

THE IMPORTANT NOTES:

• We usually process returns in 5 working days and will email you to let you know when we have processed it for you.
• It is important you contact us for a UK return label and form or international return instructions as we may not reimburse return postage for faulty/damaged items if customers have not previously contacted us, or have used another form of postage such as Special Delivery to return items. You do not need to buy extra insurance when returning the item, as our Returns label provides cover.
• Please take care when packing your bags as we may not refund or exchange if the bag has been incorrectly packaged or damaged in the post.
• Items returned from countries outside the EU must clearly state on the packaging and customs declaration form that the returned item(s) are being returned to the original sender as 'COMMERCIAL GOODS RETURNED FOR REFUND'. If you fail to state this, you may be liable for customs duties of up to $50.
• Gift sets and returns: all items within a gift set must be returned including any Gift Vouchers.
• Promotional Gift Vouchers: If you buy a product that comes with a promotional Gift Voucher, and then return the product for a refund the Gift Voucher must also be returned unused.
• We are not able to accept Returns or Exchanges for items that have been embossed.
• Free bag tags - where a free bag tag has been provided as the bag cannot be embossed, the bag can be returned as it has not been personalised. However, the bag tag should not be returned, and the embossing charge will not be refunded.