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Returns & Refunds

This policy should be read in conjunction with our Terms and Conditions of Sale

Refunds and Exchanges

Items must be returned within 14 days of receiving your goods with all original packaging and must not have been used, cut, fixed or show evidence of being used.  As our products are made to order, we apply a 30% restocking charge depending on the reason for return. Postage & Packaging charges are non-refundable unless otherwise agreed.


What if I received an incorrect item?

In the unlikely event the item you received is incorrect, please email us at sales@loveskirting.co.uk quoting your order reference number, the item you’ve received or contact us via LiveChat within 7 working days of receiving your goods. We will advise how to return the item to us and the next steps.

  

How quickly will my return be dealt with?

We aim to action all returns within 10 working days of receiving your parcel - although it is often quicker than this.  

  

Refunds

We aim to apply refunds within 10 working days of receipt of the parcel.  We will advise you by email as soon as the refund is applied.


Right to Cancel

The right to cancel an order can be excercised in writing either an email or contacting us via our LiveChat facility on the website. 

Our email address is sales@loveskirting.co.uk. We aim to respond to all email enquiries within 1 working day.

LiveChat is available Monday - Friday, 10:00am - 5:00pm.


How do I cancel my order?

Once payment has been debited from your account, the transaction will be fully processed and you will have to follow the returns procedure for a refund or exchange.  

 

Will you refund any postage charges?

If you have received the wrong item or if the product is faulty, please contact us in the first instance.  We will not refund postage unless otherwise agreed.

  

What if I have entered an incorrect address in my order?

If you have entered an incorrect address and the parcel is lost or delivered to another address you are liable for the loss. Loveskirting accept no responsibility for lost parcels where an incorrect address has been instructed.

The couries we use to deliver all orders are Tuffnells and Parcelforce.

We use Royal Mail and DPD for smaller items such as samples, pellets and other accessories.
 
  
Taking Delivery

All parcels must be fully checked before signing as received in good condition and accepting them, if your parcel/order is damaged please sign for them as damaged before accepting them or if you feel they are unacceptable please refuse the parcels.  The consignment notes will say the number of parcels you should be receiving, please check you have the correct number of parcels before signing and note any missing parcels to the driver before you sign.  All damages/faults/shortages must be reported immediately to us.
Here is a quick guide:
1. Sign the delivery note damaged on any parcels/goods that appear to be damaged.
2. Contact us by phone, logging into your account and submitting a new request or using the contact us section at the bottom of this page , specifying what is broken,missing or faulty.
3. Please supply any photographic evidence you can so we can raise it with the couriers.
I need my order urgently?
If you require your order for the next working day then we can normally accommodate this if you call us for details.  Most of our orders do get dispatched the same day or the following day but if you require your order urgently, please call us and we will prioritise your order.    Please be aware however, that occasionally, circumstances can arise that are out of our control which may delay your parcels in getting to you in time.

 

What time in the day would I receive my delivery?

Our couriers operate on all day service, all orders are delivered Monday - Friday between 8am - 6pm.

You will receive a dispatch notification once your order has been dispatched. 

Couriers schedules can often change and of course, owing to traffic and other factors outside of their control, times and dates given can only be an approximation.

If your order is being delivered by Parcelforce, you will receive an automated email once your order has been dispatched which will include your tracking information. On the morning of delivery, this will update to show your one hour time-slot for delivery.

If your order is being delivered by Tuffnells, you will be required to contact us for your tracking details. Please note, Tuffnells do not provide timeslots for their deliveries, your order can be delivered any time between 8am - 6pm.


 

Can you deliver on a Saturday?

Unfortunately, we do not offer weekend deliveries. Our delivery service operates Monday - Friday.

Our collection service also only operates on Monday - Friday, 10:00am - 4:00pm.


Can I change my delivery address?

We can amend delivery addresses prior to delivery.  However, if your order has already been dispatched, we cannot change the address.

 

Can I request that my parcel be left somewhere safe if I am not in?

We recommend someone being available to accept the delivery as all parcels must be checked for damages and shortages before accepting them, but we do realise this is not always possible. You can specify a safe place for your parcels to be left by adding a note onto your order when checking out, there is a section for you to fill out this information. This is at your own risk, and we would not be responsible for any loss or damage to your parcels.


 

Delivery restrictions?

We can only deliver to the door of the building specified, if there are any lifts or stairs then it is at the discretion of the delivery driver whether they are able to take the boxes any further.

 

I have damaged/missing/faulty items, what do I do?

All parcels must be fully checked before signing as received in good condition and accepting them, if your parcel/order is damaged please sign for them as damaged before accepting them. 


All damages/faults/shortages must be reported immediately to us.

Here is a quick guide:


1. Sign the delivery note damaged on any parcels/goods that appear to be damaged.

2. Contact us by email or LiveChat, logging into your account and submitting a new request or using the contact us section at the bottom of this page , specifying what is broken, missing or faulty.
3. Please supply any photographic evidence you can so we can raise it with the couriers.

 

 

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