RETURNS & REFUNDS POLICY
This applies to items purchased from http://www.engravedgiftideas.com.
We believe that you will be delighted with your product(s) but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.
Refunds are given as follows:
- Faulty products will always be replaced although a full refund will be given in the unlikely event that a replacement cannot be provided,
- If the goods received are unsuitable, the refund made will be less 30% of the purchase price to cover re-stocking and administration fees.
- If an order is cancelled prior to delivery but after the payment transaction has been made, your card will be refunded in full less 5% credit card administration fees.
HOW TO RETURN FAULTY or UNSUITABLE ITEMS
You have the right to return a faulty or unsuitable item within 7 days of receipt. Please keep any information that accompanies your item(s) as this will be needed in order to initiate and assist us in the returns process. It is advised that you check your goods immediately upon receipt and any reasons for return are communicated to Engraved Gift Ideas as soon as possible via all available communication channels such as email, telephone or fax.
If you return an item to us which is faulty or for any other reason which is our fault, please contact us by telephone (on +44 (0) 1789 262900) or email (at sales@sololtd.com) to inform us and we will arrange a refund if a replacement cannot be made available. Please contact us first and we will provide you with advice on how to send the item back to us. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method that requires a signature upon delivery such as Royal Mail (Recorded Delivery).
HOW TO RETURN ITEMS DAMAGED IN TRANSIT
If you take delivery of an engravedgiftideas.com package and the contents have been damaged in transit, you can return the item(s) to us within 7 days of receipt for exchange. Please follow the same procedure as published on how to return faulty or unsuitable items.
Please follow the steps below to enable us to process your case efficiently:
- Make contact with Engraved Gift Ideas via sales@sololtd.com or +44 (0) 1789 262900.
- Write on the back of the delivery slip, giving the reason for the return. Please include your order number.
- If you do not have the original delivery slip, please send us a note detailing the reason for return. This note MUST include your order number, which you will be able to find in your confirmation email.
- Wrap the item securely in its original packaging (if any) with all warranty cards, licences, manuals and accessories.
- Then contact customer services, using the details below, to confirm the specifics of your query:
EngravedGiftIdeas.com Returns Department
If you need to return a product, please call customer services on +44 (0) 1789 262900 or email us on sales@sololtd.com so that your enquiry may be dealt with quickly and effectively.
- For your protection we recommend that you use a recorded-delivery service.
- We will notify you via e-mail when we have processed your refund or replacement.
LOST & MISSING DELIVERIES
If you have recently placed an order and you think the delivery of your item/items is overdue, contact customer services on sales@sololtd.com.
If your order is marked "Items dispatched", then it has already left our warehouse.
NB: For deliveries within the UK, please allow five working days for delivery. International deliveries are normally within 7-15 working days.
Despite our efforts, there can sometimes be unforeseen delays in delivery. It may be worthwhile contacting your local postal sorting office as it's possible they have already tried to deliver your package, but were unable to.
If you believe the delivery is severely overdue, please send our Customer Services an e-mail. You can also contact Customer Services by telephone from Monday to Friday, 9.00 am to 5.30 pm (GMT)
ITEMS NOT COLLECTED FROM ROYAL MAIL
Please note that packages, which are not collected by you from your local sorting office, will be returned eventually (this can take up to 45 days from date of order) to Engraved Gift Ideas. The information relating to this action is published on the Royal Mail Web Site (www.royalmail.co.uk) under heading Track & Trace. The recorded delivery number against your delivery can be acquired by calling our customer services 01789 262900 quoting your 'Cart Id' which is published on the 'World Pay Card transaction confirmation' sent to you by email at the time of order.
Can you resend my package?
Once we are in possession of your package, we will resend the item to you. The following tariffs will apply to cover postage and administration:
Packages weighing between 0kg and 1kg = £4.95
Packages weighing between 1kg and 2kg = £7.95
Packages weighing between 2kg and 4kg = £9.95
What if I can't wait up to 45 days for my package to be resent?
If you cannot wait up to 45 days for your package to be resent, you can re-order the item in question and provided that the item is in stock we will despatch your new order as soon as possible. If you choose this option, upon receipt of the returned item we will instigate a refund against the original order less 30% of the purchase price to cover re-stocking and administration fees.
HOW LONG WILL IT TAKE?
Product dependent, all items are sent either Recorded Delivery, Parcel Post or 1st Class Post via Royal Mail or parcel carrier if over 10Kg.
NB: For deliveries within the UK, please allow five working days for delivery. International deliveries are normally within 7-15 working days.
The availability of an item refers to the length of time it takes before the item is available for us to send to you. For example, if we have an item in stock it will have 24-hour availability. In other cases, we may have to order the item from wholesalers and it may take longer for us to be able to send you your order. To find out more about availability we suggest that you read our Availability Guide.
You can check the availability of an item by looking at the details on any product information page. If an item is out of stock it will be detailed as so and you will be unable to order it. Please see the Availability Guide for more information.
AVAILABILITY GUIDE
To find out how long it will take for you to receive the item you have ordered, you need to consider its availability. If an item is in stock, we will engrave and despatch it on the next working day by 1st Class Royal Mail, so please allow up to 5 days for delivery. If you choose to upgrade to our Platinum Service or spend over £50, we will despatch your item on a next day courier service so that your gift will be with you before 4pm two days after your order. So if you order on a Monday, your gift will be engraved and despatched on the Tuesday for delivery before 4pm on the Wednesday.
We endeavour to keep stock levels on the website up to date but where orders are made for a product that is out of stock, we will contact you immediately to discuss whether you would like to order a similar item or to arrange a full refund.
RETURNS POLICY
Money Back Guarantee
Engraved Gift Ideas offers a 30 Day Money Back Guarantee. If for any reason you are not completely delighted with your purchase you may return it within 30 days for a full refund or exchange.
Please contact us and we will provide you with details of how to return your product.
- All products must be returned in their original state complete with packaging and all components.
- Please ensure all products are not damaged on their return journey. On some occasions we may suggest that higher valued be returned via recorded delivery.
- Once we have been informed of your intention to return a product, we will refund your credit/charge card (used to place the original order), Paypal or Google Checkout account within 30 days of cancellation.
- The original delivery charge (where applicable) will only be refunded if the order is cancelled within the 7 day cooling off period.
- Personalised products and engraved products are excluded from this returns policy and cannot be returned for a refund unless faulty. Please see the individual product for details. This does not affect your statutory rights.
CANCELLATIONS
Where products are in stock, we normally dispatch orders within 24 hours. Where you wish to cancel an order, please contact us as soon as possible with details of your order number. If the items have not already been sent, then we will cancel the order and issue a refund, confirming our action via e-mail. However, if the items have already been sent out, then we will e-mail you confirmation of the dispatch date and you will need to wait until receipt of the goods back to us before a refund can be processed.
DAMAGES
If for any reason your product does not reach you in perfect condition, please contact us within 3 days of receipt and we will arrange for a replacement.
FAULTY ITEMS
We guarantee that all of our products are of merchantable quality in accordance with your statutory rights. If an item develops a fault or defect, please contact us with details of the problem quoting your order number and we will advise you of the action to take.
