Returns

For full information - please read our terms and conditions.

 

How to Return  

 

To be eligible for a return:

 

- the item must be generic. (Personalised, bespoke and customised orders are not eligible for return and are non refundable).

- the item must be returned in an unused and preferably in its original packaging

- the item must be returned within 14 calendar days of requesting the return

- proof of posting will be required, we recommend that you send returns using a signed for service.

- return postage is at your own expense and is non-refundable

Damaged or Incorrect Items  

 

In the unlikely event the order received is incorrect or damaged, we will replace the item or refund upon its return.

We package items well so it is unlikely you'll have this experience but mistakes can happen and items can be damaged in transit.

If the item received is not what you ordered, please email collette@abercrombiecumbes.co.uk to let us know. We'll rectify this as quickly and efficiently as possible.

If the item arrived damaged, please take photos of the damaged packaging and the damaged item. These will be vital in putting a damage claim in with the postal service provider. We may require the damaged item and packaging to be returned. Do not dispose of the packaging. Doing so may invalidate your claim for a 'damage item received'. 

Exchanges  

 

We do not offer exchanges. If an exchange is authorised, it will only be for a generic item. Personalised, bespoke or custom orders will not be eligible.

Items not received

If you have not received your order, please let us know asap. During busy periods there may be postal delays or if your order is passing through customs checks, this can delay the items.

If you think your order is lost in transit, please let us know asap and within 30 calendar days from the date of dispatch. Notifying us outside these times may result in us being unable to claim for the lost item and we will not be able to resend/refund the order.

If your item is returned to us due to an incorrect or incomplete address being provided, you will be responsible for the costs of forwarding this/resending the item. The same is applicable if your item is returned to us due to non collection from the sorting office or your failure to rearrange delivery through the postal service provider. Your order will be non refundable and will remain in holding until we have received payment for the resending of the item. 

Failure to collect or rearrange delivery is not an acceptable method of requesting a return. For returns to be authorised, the returns request policy must be adhered to (please see above).

Shipping

Please note that during busy periods i.e Christmas, Valentine's Day etc shipping estimates may exceed the stated aim. 

When will my order be dispatched?

We aim to dispatch orders within 10 working days. Silver orders have a dispatch ETA of 1-2 weeks. Please ask for an indication on current dispatch times.

Will my items be gift boxed?

You order will either be gift boxed in an Abercrombie Cumbes black gift box or will be packed in an Abercrombie Cumbes gift card with an envelope.

All items are packaged and ready to give as a gift.

Domestic Shipping

Items are sent via 1st Class Signed For within the UK, The delivery aim is 1 working day from dispatch. 

 

EU Shipping

Items will be sent via 1st Class Airmail. The delivery aim is 5-7 working days from dispatch. If you would prefer a Tracked and Signed For service please let us know and we can arranging this at an additional cost.

International Shipping

 

Items are sent via Tracked and Signed For where possible. When not possible these will be sent via Tracked or Signed For. The delivery aim for these is 7-10 working days, 

If you require the order to be delivered sooner, please contact us to discuss a courier option at an additional cost.

International orders may be subject to customs checks which can delay the delivery times. Please check the status of your order using the tracking number via www.royalmail.com

Customs Duties & Other Fees

 

Your order may be subject to customs duties and other fees. These are dependant on the limits set by your country/country of delivery address. 

 

Please check these limits before ordering. They can usually be found on your own governments website. 

You are responsible for all customs charges and other fees not imposed by ourselves.

FAQs

How do I order?

1. Select your item

2. Add to your goodie bag - ensure you complete all required sections i.e Material, Wording Request

2. Go to checkout and pay

4. Your order will be made and sent asap

If we have any questions we'll contact you.

What if I don't know what to do, I'm confused or want something that I can't see on the website?

Email me with your query or request detail via: collette@abercrombiecumbes.co.uk