Returns

 

Download Returns Form

Item(s) not required:

We will endeavour to provide as much information within the content of our product pages to allow you to make an informed decision about your purchase. However, there is always the possibility that the product isn’t quite what you were looking for, or you might have ordered the wrong size.

Should you require to return any item*, we will allow you to do so within 30 days of receipt of the item for a full refund or exchange.

To begin the process of returning any item(s) back to us please fill in the PDF Returns Form*. and send this back with your item(s) to the below address:

OdiliaClark Returns,
32 Friar Gate
Derby
Derbyshire
DE1 1BX 

You will have to arrange the return of the goods yourself and we advise that this is sent on a tracked service.

If you refuse to accept a delivery from our courier, we will charge you the cost of having the delivery returned to us.

If you change your mind after your goods have been dispatched, we will charge you the cost of having the goods returned.

If you ask us to collect goods from you and you are absent when the courier comes to collect, then a charge will be applied for a re-collection.

We can offer a collection for the item(s) at a charge of £15.99 per collection. For collections from remote locations or outside the UK and larger/heavier item(s) the collection fee will be priced on application.

If returning an item back to us, once received, our returns team will email you confirming receipt of your item(s). If you do not receive an email within 3-4 working days, please email returns@odiliaclark.com or call Customer Services on XXXXXX.  Failure to notify OdiliaClark within this timeframe may prevent an investigation taking place with no final resolution being offered, therefore, any goods purchased will be non-recoverable / non-refundable and will not be re-dispatched.

If you would like us to arrange the collection of your item(s) then we can be contacted on XXXXXX or you can contact us by email by filling out the form on the Contact Us page

We will refund any amount due to you within 14 days from the day we receive the item(s) back.

*All items must be in their original packaging (where applicable) and unused. We are unable to accept return of a products which is not in its original, undamaged packaging.

*If your item is returned without a form, there may be a delay in processing any refund or replacement

Incorrectly supplied item(s):

We will always try to ensure that the correct item(s) is delivered to you however, we are only human and occasionally a mistake can happen.

Should we supply any incorrect item(s), please notify us within 48 hours of receipt on XXXXXXXX or through email by filling out the form on the Contact Us page

We will then arrange to pick up the item(s) at the same time as giving you a correct replacement, depending on what time of the day you contact us, we will endeavour to make this happen the next day.

Faulty or Damaged item(s):

We only stock the very best items from our professional suppliers however, occasionally an item may be received that has a fault or has been damaged in transit.

If upon receipt of any item(s) that seems to have a fault* or has been damaged** in transit, please notify us within 48 hours of receipt on XXXXXX or through email by filling out the form on the Contact Us page

We will then arrange for the item(s) to be picked up for inspection. After inspection and once we are satisfied that there is a fault, we will either replace the item(s) or arrange for a full refund of the item(s) and any carriage costs incurred.

*Should your item(s) become faulty within 30 days of receipt, we will collect the item(s) for inspection and then if found to be faulty we will replace the item(s) or refund you in full.

**It is advisable to inspect the goods prior to signing for delivery. If you can see any damage whatsoever to the packaging please sign for the goods as damaged. If this is not possible please ensure you sign for the goods unexamined to allow us to take any claims up with our delivery partners if necessary.

All our products come with a manufacturer’s warranty which ranges from 1 year to 2-3 years* (applicable to items that have been registered on the relevant manufacturers website).

Download Returns Form