Shipping & Returns
At frillshaberdashers.co.uk, our aim is to make buying online as convenient as possible. Delivery charges vary depending on the value of your order.
Your total charge for delivery, along with any available delivery options we're able to offer for any particular order, will always be clearly displayed at the checkout.
We are currently only able to supply customers in the United Kingdom.
Our Returns Policy
We hope that you're pleased with your purchase from frillshaberdashers.co.uk, however we do understand that occasionally, you may need to return goods to us.
Items purchased by the metre are only able to be returned if found to be faulty.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
Goods Are Faulty
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 7 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we strongly recommend that you notify us as soon as possible, see below for the procedure to follow.
Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible, see below for the procedure to follow.
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that (a) the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and (b) you tell us in writing that you wish to cancel your order.
Note:- Items purchased by the metre are only able to be returned if found to be faulty.
To Return An Item(s) To Us:
Please contact us either by email at firstname.lastname@example.org, or in writing at Frills Haberdashers, 5 Old Fore Street, Sidmouth, Devon, EX10 8LS. In order to process your return we need you to include the following information in your correspondance:
We will reply to your correspondance as soon as possible, preferably by email, and issue an RMA number. It is important that the items you return are suitably packaged (see further details below). Failure to adequately follow these steps may mean that we are unable to fully or partially issue your refund/replacement items.
RMA numbers are valid for 30 days from the date of issue. Please ensure that your item(s) arrive with us within this time.
Once we receive the goods back and have inspected them, we will either refund your payment (see further details below), replace the goods or arrange for their repair. This will depend on the reason you returned the goods and the length of time you've had the goods.
Where a refund is required
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing and the goods have correctly been received back into stock.
If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund).
Packaging Goods for Return
If you're returning something to us it's important that it is packaged correctly so that it does not get damaged or lost during transit. We therefore suggest that you return the item in its original packaging (assuming that you have the packaging and it is still intact). Where it's not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handling and/or sorting.
Please clearly print our address on the packaging and enclose any returns number (RMA) so that we can identify the goods when they arrive back with us.