At Anderson & Sheppard, we are committed to ensuring your satisfaction with your purchase. If, for any reason, you are not completely happy with your order, our Return and Refund Policy outlines the conditions and procedures for returning items and obtaining a refund.

1. Return Eligibility

• Return Period: You have the right to return any item within 14 days from the date of delivery.

• Condition of Returned Items: Returned items must be in their original, unworn condition, with all tags and packaging intact. Items showing signs of wear, damage, alteration, or any condition that suggests they have been used will not be accepted for return.

• Exclusions: Customized or personalized items, gift cards, and items marked as final sale are not eligible for return or refund unless they are defective.

2. Return Process

• Step 1: Request a Return: To initiate a return, please contact our Customer Service team at orders@anderson-sheppard.co.uk within 14 days of receiving your order. Be sure to include your order number and the reason for the return.

• Step 2: Return Authorization: Upon contacting us, you will receive a Return Authorization number along with instructions for sending back the item.

• Step 3: Packaging the Return: Ensure that the item is securely packed in its original packaging, including all accessories, inserts, and any related documents, such as receipts. Attach the Return Authorization number and ensure the package is sent to:

Anderson & Sheppard
17 Clifford Street, W1S 3RQ, London, UK

Step 4: Shipping: You may select any reliable courier service for the return, but please note that return shipping costs are the responsibility of the customer unless the return is due to a defective item. We recommend using a trackable shipping method as we are not responsible for items lost or damaged in transit.

3. Refunds

• Refund Conditions: Once your return is received and inspected, we will notify you via email. If the return is approved, a refund will be processed to your original payment method. Please allow up to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

• Refund Amounts: Refunds will be issued for the original purchase price of the item(s) returned. Shipping costs are non-refundable unless the return is due to an error on our part or a defective product.

• Defective Products: If an item is found to be defective, you will be eligible for a full refund, including shipping costs. We may request photos of the defect for our records and verification purposes.

4. Non-Returnable Items

The following items cannot be returned or refunded:

• Customized or personalized products

• Gift cards

• Final sale items (as marked)

 

5. Exchanges

At this time, we do not offer direct exchanges. If you would like to exchange an item, you must return the original item for a refund and place a new order.

6. Damaged or Incorrect Items

• Damaged Items: If you receive a damaged item, please contact us immediately at orders@anderson-sheppard.co.uk with your order number and photos of the damage. We will provide you with return instructions and arrange for a replacement or refund as applicable.

• Incorrect Items: If you receive an incorrect item, please notify us within 7 days of delivery, and we will arrange for the correct item to be sent at no additional cost, or provide a refund upon return of the incorrect item.

7. Return Shipping Costs

• Customer Responsibility: Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item. We are not liable for any returned items that are lost or damaged in transit.

• Damaged/Defective Returns: For defective or incorrect items, Anderson & Sheppard will cover the cost of return shipping. Please ensure you use a trackable service when sending back the items.

8. Refund Timeframes

• Once we receive and approve your return, refunds will be issued within 14 business days. The time taken for the refund to reflect in your account will depend on your bank or payment provider.

Contact Information

For further assistance or questions about our Return and Refund Policy, please reach out to our Customer Service team at:

• Email: orders@anderson-sheppard.co.uk

• Phone: +44 (0)20 72877300

 

Thank you for choosing Anderson & Sheppard. We appreciate your business and are dedicated to providing you with the finest products and customer service.