Deliveries and returns
If you have not received your delivery after seven (10) working days (Saturdays, Sundays and Bank Holidays are not included), please contact our customer service team at email@example.com. Ourhood Community cannot be held responsible for items lost or damaged once dispatched, both within the UK and overseas. However, if you have not received your order within two weeks, please contact us so we can resolve any delivery issues with the courier. Please also note that on occasion, especially during sale periods and the holiday season, deliveries may take longer. (There are no deliveries from 23rd December to 3rd January).
We accept returns and exchanges within twenty eight (28) days of receipt. Returns received after twenty eight (28) days will not be accepted.
Ourhood Community will only accept returns of non-faulty items that are in their original condition, have not been worn, altered or washed and with all original tags. Upon receipt of any order without tags, please notify us immediately if you wish to return the item.
We also accept exchanges, but note that we can only exchange an item for the same style in a different size. Item(s) for exchange will only be dispatched after the returned item(s) has been received and has passed our quality control check. The customer is responsible for the shipping costs when returning the item to us. The customer will also be charged for the cost of shipping the replacement item.
To return the item, kindly repack the product with all the tags still attached, along with the completed Returns Form that was included with your order. Make sure to keep your proof of postage.
Please note that we are not responsible for any damaged or lost packages. We are not obliged to cover or reimburse any shipping costs. Please also note that unidentified returns/exchanges will be sent back to the sender.
When all requirements have been fulfilled, we will notify you by email and refund the cost of the returned item(s) at the same price at which it was purchased. Should you fail to meet any of these requirements, you will be notified and will be given the option of having the merchandise returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.
Please expect a time frame of thirty (30) days for the receipt of your returned merchandise and the return/refund process. Your refund will be credited to the original form of payment. Please note that shipping costs will not be refunded, unless your order is faulty. Please also note that store credit is non-transferable, non-refundable and does not expire.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
For more information on international delivery, choose your shipping country at checkout.
For any further questions regarding our returns and exchange policy, please contact us at: firstname.lastname@example.org
HOW TO RETURN OR EXCHANGE YOUR ORDER
- 1. Find your original order confirmation. Then locate the returns link found at the bottom of your order details. Click on the link to go to the returns page of our website.
- 2. Once on the returns page, enter your order reference number and email address to automatically retrieve your order. Let us know what you're returning by marking the item you no longer require and the reason for the return.
- 3. Select OK to complete your return. A message will be sent directly to our Customer Service staff,, who will ensure that all information is entered correctly and approve your request. Once done, your funds will be credited within five (5) working days to the original payment method used.
- Please remember, if you need further information or have any additional requests, you can contact us at email@example.com at any time and our staff will gladly help you.