RETURNS, EXCHANGES & REFUNDS
We aren't stingy! But we do have particular rules we have to follow when it comes to refunds. If you have any questions about a purchase that you would like to return please email us but generally we go by the following...
IMPORTANT: If you qualify for free delivery by spending over £50 (or as part of any other offer) and you return a proportion of your order which brings the original value of the order under the qualifying amount, you will be refunded the value of your returned goods minus £6 delivery charge. In other words....no sneaky business!
If you send back an order or partial order for a refund you will be refunded for the product but NOT THE SHIPPING COST.
You can, however take your items back to any Longsands or Longsands Apres store and we can process the refund or exchange at the till for free. If exchanging and the product is not in store we can deliver to the store FREE OF CHARGE for you to collect.
CUSTOMERS ARE RESPOSIBLE FOR ANY SHIPPING COSTS WHEN RETURNING ITEMS/ORDERS BACK TO US BY MAIL.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Christmas Extended Returns - anything purchased in November and December can be returned or exchanged until January 31st.
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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase. And for online orders you need to fill in the returns request form a copy of which can be found in your original packaging from the delivery or by emailing us at firstname.lastname@example.org
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)...
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- Any item that was purchased as part of a '3 for 2' or '2 for 1' or ‘spend x and get y’ offer. If, for example, you purchased our beanies on a 3 for 2 offer you would need to return all items included in the offer and then re-purchase the items you want to keep at full price (in which case the original offer may not apply). Any single items contained in an offer can be exchanged only.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
Refunds to card can take up to 14 days to process by your bank. If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Sale items may be returned within 15 days of purchase.
If the item was purchased as a gift and shipped directly to you or purchased in-store and given to you later, you will receive a gift card credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If returned to store and there is nothing you would like to exchange your item for we can also issue a gift card. If you would like a refund, the item can only be refunded to the payment method which was used in the original purchase.
To return your product, you should mail your product to: Unit 7 Strand House, Camperdown Ind Est, Killingworth, NET, NE12 5US, United Kingdom.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
If you have any questions please don't hesitate to contact us at firstname.lastname@example.org