Returns (physical items only)
Please email our customer service team before you return an item - in certain situations you may not need to return it to us.
Email our customer service team at: email@example.com
In the subject line include 'Return Request' and in the main body of the email include the order number (starts with #TCS).
You will receive a response within two working days (i.e Mon - Fri).
If you are required to return any items, our customer service team will confirm the address.
If you return any items, please retain proof of postage. We recommend you use a tracked / 'signed for' service. If your item does not arrive with us, we cannot process your request.
Please note: If you return an item to us, this is done at your own cost. Please shop carefully.
Refunds and exchanges can be requested up to 30 days from receipt of your item.
Items must be unused, in their original condition and original packaging. If they are not, we have the right to grant only a partial refund.
Please keep hold of your order confirmation email / receipt.
Cancelling an order
Unless one of the exceptions listed below applies, you can cancel your order without giving any reason within 14 days from the day on which you received the goods purchased (or last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately).
Are there any exceptions to my right of cancellation?
Yes. The right of cancellation does not apply to:
- the delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
- the delivery of sealed audio or video recordings or of sealed software if unsealed by you after delivery;
- the supply of goods made to your specifications or clearly personalised; and
- the supply of goods which may deteriorate or expire rapidly.
How do I cancel my order?
If you want to exercise your right of cancellation set out above you must inform us, Carly Rowena Shop. You may do so by contacting us at firstname.lastname@example.org or alternatively you can send a letter to: Carly Rowena Shop, 22 Cardinal Close, Easton, Norwich NR9 5EW. For additional information on the scope, content and instructions about cancelling orders, please contact email@example.com
What happens if I cancel my order?
We will reimburse all payments received from you for the goods purchased and will also reimburse delivery charges for the least expensive type of delivery offered by us, no later than 14 days from the day on which we received a valid notice of cancellation as set out above. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Note that, if requested, you must send back the goods no later than 14 days from the day on which you communicate your cancellation to us. You will have to bear the direct cost of returning these goods.
If you have been advised to return any product(s), please send them only to the address given to you. It's best to use a trackable shipping service - if your product doesn't arrive, we can't sort your refund.
Once we have received your product(s), we will email you to confirm their receipt and then inspect them.
Next you will be notified of the approval or rejection of your refund request. If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a few days.
What are my rights if a product is defective or damaged?
We work hard to ensure that all products ordered from this shop reach you in the best possible condition. However, if they are anything less than perfect then please contact us at firstname.lastname@example.org and we can discuss your rights of replacement, repair or refund.
You can find out more information about your rights here: http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations