We comply with the Consumer Contracts Regulations and this means that you have the legal right to cancel your order within 14 working days of receiving your ordered goods.
We want you to be delighted with your purchase but if you are not you can return any item within 14 days of receipt as long as it is unused and in its original packaging.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please contact us by calling us 01837352963 or via email at orders@toriejayne.design along with your order number. You will then need to return the unwanted items to us, at your own expense. Once we receive the items back we will issue a full refund for the goods supplied but not the initial postage price.
If you change your mind and wish to return or exchange an item, please contact us within 14 days of receipt to inform us of your cancellation or exchange. We ask that you please return the items with their original saleable packaging at your own cost. This does not affect your statutory rights. As the goods are your responsibility until they reach our office please ensure you package your return to prevent any damage to the items or boxes. We also advise that you obtain proof of postage as we cannot be held responsible for lost parcels.
With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.
Once the goods are back in our office we will refund you back for your goods paid.
Please contact us by calling us 01837352963 or via email at orders@toriejayne.design along with your order number. You will then need to return the unwanted items to us, at your own expense. Once we receive the items back we will issue a full refund for the goods supplied but not the initial postage price.
Please note that it can take up to 7 working days to process a return in the UK and overseas can take a little longer.
In the event of the item being faulty please contact us within 48 hours of receiving the item. We will cover all costs for postage and either refund or exchange the goods.
Make sure your items are securely wrapped and send your return via RECORDED DELIVERY to:
Returns Department
Torie Jayne Design
PO Box 100
Okehampton
Devon
EX20 9AU
Before returning any undamaged or non-faulty items to us, we do ask that they are in the same condition as when you first bought them, ensuring the tags are still attached and they are in their original condition they were despatched in, unopened, unused, unwashed, uncut and undamaged with original packaging and labels.
Please ensure you have taken reasonable care to make certain that items are returned safely and not damaged in transit. Especially with china items. Please include original packaging where possible.
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our office. Items lost in transit will not be treated as returned.
We are always very disappointed on the rare occasions our customers receive a faulty item. In the event of the item being faulty please contact us within 48 hours of receiving the item. We will cover all costs for postage and either refund or exchange the goods.
Should you need to return the item we will refund any standard second class postage on a faulty item. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our office. Items lost in transit will not be treated as returned.
If a fault develops outside of the 14 day return period, contact us on 01837 352963
(Monday – Friday 9am to 5pm) or by email on orders@toriejayne.design before you return the item so we can discuss the fault with you and agree the best way forward.
Please take extra care to read our Product Care Information Page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If the product you require is still available we will exchange it for you (postage charge is charged at £3.95 for standard second class delivery). If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.
No, please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is. If you require a telephone number for a store please let us know.
Once your parcel has been received by us it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take five to ten days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 01837352963 (Monday – Friday 9am to 5pm) so we can investigate.
