Delivery & Returns

RETURNS/ EXCHANGES

Seven day home approval on stock items applied to on line purchases only

We do not accept returns or exchanges on our special occasion/made to order items ie: dresses. All dress sales are final. Returns or exchanges are not accepted due to incorrectly ordered items, dislike of style, fit, or colour, cancellation or event or any other reason.

Our accessories suppliers do not accept our returns on items unless they are damaged, defective, or incorrectly delivered (i.e.: incorrect item is delivered, delivered past wear date, delivered to address other than provided at time of order, etc.). Therefore, we may only accept returns or exchanges from our customers under the same conditions. If this should happen, please accept our apology and notify us within 3 business days of the problem so that we can correct it for you as quickly as possible.

Our return policy is very strict so that we may continue to offer you competitive prices on quality merchandise. It is your responsibility, when placing an order, to understand and abide by this policy.

DRESS RETURNS FOR RE-INSPECTION

We carefully inspect each item that is shipped from our store to be sure it is the style, size, and colour that you ordered, free of damage or defect and will reach you before your wedding date. However, if we fail to do so, we will be happy to accept your return for re-inspection.

Unless dresses are damaged, defective, or incorrectly delivered (i.e.: incorrect item is delivered, delivered after wedding date, delivered to address other than provided at time of order, etc.), they CANNOT be returned or exchanged. If the dress you received is damaged, defective, or incorrectly delivered we will accept a return for re-inspection in order to assess the problem and determine the best way to correct it. When returned for re-inspection, the dress must be in perfect, new, never worn, condition as received at the time of delivery. It must not be damaged, soiled, stained, torn, and be free of offensive odours (i.e.: smoke). The Customer is responsible for all return shipping costs. We will not refund return shipping fees unless the dress is determined to be damaged, defective, or incorrectly delivered. In order to return your dress for re-inspection, we ask that you carefully follow these return instructions:

--Notify a member of our staff about the problem with your order within 3 days of the order being delivered to you. If your item is eligible for re-inspection, you will receive a Return Authorisation number that will allow you to return the dress to us for re-inspection. Call us at 01451 832309 or email us info@thecotswoldfrockshop.co.uk Return Authorisations are required for all packages.

  1. A dress that you wish to return for re-inspection must be shipped back to our store via courier company and be received within 7 business days from time the package was delivered to your shipping address. The dress MUST be shipped before the wedding date as submitted on your order. (If your wedding date is less than 7 days away, you are still given 7 days to get the package back to us, but it must be shipped from you before the wedding date.) Refunds will not be credited or replacements/ repairs will not be made if we do not receive your return within 7 business days from the day the package was delivered to you, no exceptions.
  2. Include a copy of your invoice. Please note any comments or information (i.e.: your measurements, sales assistants name, description of problem, etc.) that will help us to process your order faster.
  3. The dress must be in new, unworn condition, packaged securely in the original or comparable packaging. We are not responsible for damages or loss that may occur in return shipping to our store. Should the dress return in damaged condition, due to inadequate shipping packaging or method, you will not be refunded.
  4. Please write the Return Authorisation number, given to you by a member of our staff, clearly on the outside of the package. Packages without a Return Authorisation will NOT be accepted by our shipping department and refunds will not be credited or replacements/ repairs will not be issued for the items in them.
  5. Upon receiving the dress within 10 days from the date it was delivered to you, we will inspect it to see that it is in perfect, new, never worn, condition as received at the time of delivery and that it is not be damaged, soiled, stained, torn, and is free of offensive odours (i.e.: smoke, body odour etc). We will then inspect your item, check the colour, measure for size accuracy, etc. as necessary concerning the particular problem with your order.
  6. If we find that your item is, in fact, incorrect or defective we will inform you of the problem and you will be issued a repair or replacement as quickly as possible. We will notify you of the repair/replacement details and confirm that they will work within your time constraints. If time does not allow for the corrected item to reach you before your wedding date, you will be given the option to exchange or return the item for a full refund, including return shipping costs. Returns will only be allowed for those dresses that cannot easily and quickly be repaired or replaced. If a refund is in order, we will credit the amount of the purchase, as well as return shipping costs to us, to the credit card used for the original purchase. Please allow 1-4 weeks, from the time we receive your return, for the credit to appear on your statement.
  7. If we find that your item is correct and has no flaws we will return the item to you at your expense. You will not be reimbursed for any purchase costs and/or shipping costs, and will be charged the additional shipping fees to return the item to you.
  8. In the event of a rare conditional circumstance, we may choose to approve a return or exchange on an item that is not flawed. If so, we will accept the return for refund of the purchase price minus a 50% restocking fee or an exchange for a refund of the purchase price minus a 25% restocking fee. Such circumstances must be approved via telephone by a member of our staff based on the situation. We always refuse the right to accept returns or exchanges on items that were correct and not damaged, defective, or incorrectly delivered (i.e.: incorrect item is delivered, delivered past wear date, delivered to address other than provided at time of order, etc.).

It is very important that theses steps be followed precisely in order to receive your available refund or replacement. If these guidelines are not followed no credit or exchange will be issued, no exception

In Store purchases have a strict seven day exchange only, on same or higher value purchases, sale or reduced items are non returnable.  Your statutory rights are not affected.

 

 

 

 

 

We send all items on a 24 hour courier signed for service, items purchased on line before 11.00 am will usually be dispatched the same day. Next day service is for deliveries Monday to Friday only, items ordered after 12.00 noon Friday, or on Saturdays, Sundays will usually be dispatched the following Monday.  Orders placed on Bank Holidays will usually be dispatched the next working.

Our couriers make three attempts to deliver the parcel, after this they send the parcel back to us and we will charge this amount to yourselves.  We cannot be responsible for being given incorrect delivery details.


Delivery is chargeable and if not suitable you will have to arrange and pay the return carriage.


Standard Returns Policy (Made to order garments are not returnable)
We hope you are pleased with the fit, quality and value of the items you have bought. All of the items sent out are checked to make sure they are in perfect condition and must be returned to us in the same condition. Please return unwanted items to us for a refund or exchange within 7 days of receipt
If you wish to return items for any reason other than defects in the goods, incomplete or incorrect delivery you will need to arrange and pay for the return of the items to us. For help and advice please contact Customer Care on 01451 832309 or email info@thecotswoldfrockshop.co.uk
*This differs from our In Store Policy where unwanted items can be returned within 7 days of purchase for an exchange for items of the same or higher value, on payment of the balance, or store credit only.
I want to return a product to The Cotswold Frock Shop
Clothing
Unwanted items can be returned as long as they are in their original condition, unused, unworn, undamaged and in a re-saleable condition. Wherever possible items should have their swing tags intact and be in their original packaging. Please be careful when trying on items that you are not wearing any makeup, deodorant, body lotion or jewellery that may leave a scent, mark or damage the item. Unfortunately if any items are returned in an unsaleable condition we will not be able to accept them for return.
Footwear
Please try footwear indoors on a carpeted area so not to mark the soles. We suggest you wear them inside for an hour before deciding to wear them outdoors. We will not be able to accept shoes for return if they have a clearly marked sole or marked in any way.
Jewellery
All jewellery except pierced earrings or jewellery sets including earrings can be returned if not suitable.
Underwear and Swimwear
We will not be able to accept returns of any items that are soiled or in any way unfit for re-sale.
Can I return an item bought in the sale?
Unwanted sale items can be returned within 7 days of receipt using the same guidelines as full priced product. This differs from our in store policy where sale items cannot be returned within 7 days of receipt for an exchange for items of the same or higher value.
Late Returns
Your unwanted Items should be returned to us within 7 days after receipt of delivery. Orders returned outside of this time frame will only be refunded by a credit which will automatically be deducted from your next purchase. Credits to your account are valid for 6 months.
My Items have arrived faulty
We are sorry that you have received a faulty item. Please contact us on 01451 832309 and we will arrange for a replacement to be held until we receive the faulty item back to our Customer Returns Department. All reasonable postage costs incurred to return the faulty item will be refunded to you and the postage cost to send out the replacement item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Customer Returns Department.
My order is incorrect
We are sorry you have received an incorrect order. Please contact us on 01451 832309 and we will arrange for the correct item to be held until we receive the incorrect item back to our Customer Returns Department. All reasonable postage costs incurred to return the incorrect item will be refunded to you and the postage cost to send out the correct item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Customer Returns Department.
I want to exchange an item
If you would like to exchange the item you have bought for a different size please contact our Customer Care Department on 01451 832309 or email us info@thecotswoldfrockshop.co.uk and we will hold the size required for exchange until we have received the original item back to our Customer Returns Department.*
Alternatively you can create a new order for the correct size and return the original item for a refund.
How to make a return
You should be able to make your return in the packet your order originally arrived in. Return the item/items within 7 days of receipt in their original condition and packaging with swing tags intact.  Make sure our returns address is clearly visible and the package is properly sealed. Our Returns address is:
The Cotswold Frock Shop
2 & 3 Park Street
Stow on the Wold
Gloucestershire
GL54 1AQ
We suggest you send your returns back to us using Speicial Delivery or 1st Class Recorded Delivery to enable you to track your parcel. You are responsible for taking reasonable care and for the safe keeping of items until they are received back into our Customer Returns Department. Unfortunately we cannot be held responsible for the non-delivery of returned items or the damage to items when they are in transit back to us.
Refunds
As soon as we have received your returned items we will process a refund to your account which can take up 14 days. Refunds will be issued to the credit or debit card originally used to make the payment. Refunds for items received outside of the returns time frame of 7 days will be issued as a credit note or credit to your account which will automatically be deducted from your next purchase. Credits to your account are valid for 6 months.