Returns

Returns

We’re sorry to hear you’d like to return an item.

Our returns policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. This does not affect your statutory rights.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. These include: perishable goods such as food, e-magazines and e-products, intimate or sanitary goods, gift vouchers, downloadable products and some health and personal care items.

To complete your return, we require a receipt or proof of purchase (a print out of your order is fine).

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds may be granted:

– Any item that is not in its original condition.

– Any item that is damaged or missing parts for reasons not due to our error.

– Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

Sale items are also eligible for refund, following the procedure above.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account/Paypal account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

lizzy[at]thepillowfort.co.uk

Exchanges

We only exchange items if they are defective or damaged.  If you need to exchange it for the same item, send us an email first at lizzy[at]thepillowfort.co.uk and, when instructed, send your item to: 26 Graham Street, Nottingham, NG7 3HX, UK

Shipping

To return your product, you should mail your product to: 26 Graham Street, Nottingham, NG7 3HX, UK

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of original postage will be deducted from your refund. We will only refund postage costs if the item was defective or damaged, or if there was an error on our part.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are posting an item over £30, you should consider using a trackable postage service or purchasing postage insurance. We are unable to guarantee that we will receive your returned item.

 

If you have any questions, please don’t hesitate to email: lizzy[at]thepillowfort.co.uk