Returns & Exchanges
Christmas returns and exchange policy
For Christmas gifts we have extended our returns policy until 14TH JANUARY 2019. Items must be back with us by this date but please inform us prior to 7TH JANUARY if you wish to return something. Items must be returned in the condition as described in our Normal returns policy. Refunds will be made via the original method of payment.
To avoid disappointment, we strongly recommend that you contact us as soon as possible if you require an exchange of size, colour or style. This allows us to put the garment aside for you until the original purchase has been returned so it is not sold in the mean time.
Normal returns policy
If you are not delighted with the products that you have chosen you may return them to us within 30 days of receipt. We are happy to offer an exchange or refund provided that the products are returned complete, in perfect condition, unused, unwashed and with all original tags attached and with any original packaging . If not returned in such condition The Croft House hold the right to refuse return. This does not affect your statutory rights. We are not able to refund any postage charges but we will send any exchange items free of postage charges to a UK address. Return of the item is at your own cost unless the item is faulty.
Note: When trying on items of clothing do not remove labels. Please ensure that you are not wearing any cosmetics, perfume, aftershave or 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.
If you wish to cancel an order or return an item please print off the form below and return it inside your parcel. Using this form is not compulsory as you can also contact us by email and enclose a copy of your dispatch note with your parcel. Using this form helps us improve our products and service and may also help us process your refund quicker.
The Croft House - Returns, Unit A, 16 Blackhouse Circle, Blackhouse Industrial Estate, Peterhead, Aberdeenshire, AB42 1BN
Parcels are returned at your own cost. The item is your responsibility until it reaches us. We strongly recommend that you ensure the delivery service used insures you for the value of the goods and that you either send the item recorded delivery or receive proof of postage. Parcels must also be packaged adequately to protect the contents whilst in transit. Items lost or damaged in transit will not be treated as returned.
Once your parcel has been received it can take up to 10 working days to fulfil your refund request. We will confirm we have dealt with your parcel by email using your original contact details. Please remember that it can take several days after we have processed a refund payment for it to appear on your credit card statement. If you have not received email confirmation within 10 working days then please contact us on our customer service telephone number so we can investigate.
If the product you require is still available we will exchange it for you free of extra postage charges to a UK address. Exchanges of the same item for a different colour or size will be classed as a same price exchange. If the exchange is for a new item of a lesser value than the one you have returned we will refund the difference. If it has a higher value than the one you have returned we will require additional payment to make up the difference before we can send you the replacement.
We are always disappointed to hear about the rare occasions our customers receive a faulty item.
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within 30 days of purchase. Please note that we cannot accept returns of items that are damaged as a result of wear and tear, misuse or failure to follow the product’s care instructions.
If you meet these criteria please inform us in the first instance so we are aware of the fault and can ensure other items are not affected. The item can be returned under our normal returns procedure for an exchange or refund. We will refund any postage on a faulty item including for standard return postage.
Goods sent in error
If you believe the item you have received is not what you have ordered, please contact us with details and we will advise on how to proceed with the return.
INTERNATIONAL RETURNS AND EXCHANGES
Please ensure that any customs declarations clearly state "Returned Goods". As with domestic parcels, return postage is at your own cost. We are unable to refund any original postage costs. If you require an exchange we will endeavour to make your new postage charges as economical as we can.
In order to avoid having to return your parcel, we are happy to provide customers with measurements of particular styles and sizes if you wish to check prior to purchase.
In the event that an item is unable to be delivered and is returned to us by an overseas postal service as uncollected, we will contact the purchaser to either refund the purchase minus the original postage charge or alternatively we will resend the item. An additional postage charge will be required if the item is resent however, we will endeavor to make this as economical as we can.