COVID-19 UPDATE - Please note that during the nationwide restrictions, our customers are not required to sign for their package to avoid contact on the courier PDA signature electronic devices or they can opt for it to be left in a safe place. In each instance the driver will record the delivery as 'left in safe place", “left with neighbour” which allows for a picture of the receivers front door to be taken, or they will sign themselves with “CV”.
In both instances the drivers Sat-Nav will log them at the address to confirm delivery.
For business addresses, 1 delivery attempt will be made, and for personal addresses, 2 attempts will be made. If you have any queries please don't hesitate to contact us at email@example.com or through our Live Chat.
Free UK Delivery (available on orders over £50) DPD Standard Service - purchases are delivered within 4-5 working days (Monday to Friday) Free, easy returns with Collect+.
Next Working Day Delivery (orders placed before 12pm) DPD next day service £4.95 - purchases are delivered the next working day (Monday - Friday).
Covid19 Update - Our returns period has been extended to 90 days for purchases made from 16th March until further notice
We currently offer simple free returns from the UK Mainland via Collect+ on all full priced and promotional purchases (please note this does not include sample sale purchases. How to return your item from the UK:
1. Book a return by emailing us at firstname.lastname@example.org
2. Once we have approved your return, we will email you a returns label (this is valid for 14 days only so be sure to use it within this time. Upon expiration, if you still wish to return the goods, you will be liable for the postage cost). As we must receive the bag by the 30 day limit, please book your return in sufficient time and take into account that our free returns service takes 4-5 working days to reach us.
3. Print off your returns label.
4. Package your bag in the original box it came in with tags attached, ensuring its not squashed or packed poorly (damaged/unsaleable goods are not eligible for a refund) and include your delivery note/receipt
5. Stick the Collect+ label to the outside of the original box.
6. Drop off your parcel at your nearest Collect+ store - find your nearest store here.
7. Please ensure you keep your proof of posting receipt so you can track your return and ensure your item reaches us safely.
See our full RETURNS policy here. We're happy to exchange or refund products that are returned in perfect saleable condition within 30 days, with tags and protective wrapping attached. All returns must be sent together with your original delivery note/receipt. To arrange your free Collect + return in the UK please click here. For overseas returns email us at email@example.com to arrange your return - please note that unfortunately we are unable to offer free international returns at this time.
Important Returns Information
All items must be safely and suitably packaged to avoid damage whilst in transit. We will accept no liability for items being damaged before they are delivered to us. Please note that returns sent wrapped in paper or plastic bags or courier bags may not be accepted as they can get squashed and damaged in transit making them unfit for resale.
Refunds will be made to the credit or debit card used to purchase the item(s) in accordance with these terms and conditions. The time it takes to process your refund will depend on your bank/card issuer, from which the purchase was made, but please allow up to 10 business days from when your item arrives with us for your refund to be processed.
If you return an item to us because it is faulty, we will reimburse you the postage paid, both at the time of purchasing and returning the item to us. (this does not affect your statutory rights). Please note that, in accordance with our terms and conditions, we do not offer exchanges or refunds for items that have been damaged due to lack of care, scuffing or mishandling. In the event of an undeterminable fault/damage, we will consult our manufacturing team for analysis, and will be guided based upon their expertise and advice. Please note that our decision is final.
If you are returning an item because it is unsuitable, we only refund the cost of the returned item; The extra price paid for any non-standard Delivery Services (Next Working Day) are non-refundable; in this instance, we will refund our standard delivery amount. (N.b From October 2017, please note that our standard delivery service has been changed from £3.95 to FREE delivery).
if you have paid for you will be liable for the postage paid when purchasing the item. If you have placed your order for international delivery, you will be liable for the shipping paid when both purchasing and returning the item to us.
Once you have placed your order with Fact + Fiction, the title of goods passes to you and therefore you are liable for your order and you must first accept delivery to be able to return, cancel or amend your order. We're happy to make any amends to your order once you have successfully taken delivery of your parcel. We do not, however, accept any liability for packages that are not accepted by you at the point of delivery. We will be unable to refund items that you do not accept delivery for and you will be liable for the cost of the item delivered as well as any costs incurred in this item being returned to us. Please liaise with the delivery service provider directly should you wish to arrange re delivery or amend a delivery date / option.
Your Right to Cancel
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. Order cancellations must be made in writing to Customer Services at firstname.lastname@example.org and advise us of your intention to cancel. Please quote your order number. In this case, we will provide a full refund of the cost of the item, but you must return the cancelled items to us at your cost. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.