PLEASE NOTE REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 28 DAYS OF YOUR CARD BEING DEBITED.
IF YOU OPT FOR A CREDIT VOUCHER CODE INSTEAD OF A REFUND THEN WE ADD A FURTHER 10%!
Q - How do I return something?
A - Complete the rear of your dispatch note and use the Returns sticker on the front to address your package. The cost of returning the item to us is your responsibility. Please allow 3-5 working days for your return to be processed
Q - Will I get charged for postage again if I want to exchange something?
A – No. Exchanges are FREE! Exchanged goods are sent via Royal Mail 2nd Class.
Q - How do I exchange an item for something of a higher value?
A - Complete the form on the reverse of your invoice and return it to us with the unused t-shirt(s) to our returns address. Please enclose a cheque for the difference in price made payable to Tee Tree Apparel Ltd.
Alternatively, if you don't have a cheque book, call us on 01494 853153 and we will put the order through manually.
Q - How quickly will my exchanged goods be sent?
A - Exchanges will be processed within 5 working days of receipt and posted via Royal Mail 2nd class. If you wish to receive an exchanged item sent via Next Working Day Service (UK only), please enclose a cheque for the service you require (See our postal rates page) made payable to Tee Tree Apparel Ltd
Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Returned items will be processed/checked in within 5 working days. We aim to make refunds to cards as soon as possible, normally within 3-5 working days, but during busier periods this may take slightly longer. As soon as your refund is issued back to your card you will receive an automatic email confirming this. Please allow 10 working days for the refund to appear on your credit card or bank statement as the length of time refunds take varies depending on the card issuer.
Q - I sent an item back for exchange but I haven't received my replacement.
A - It is possible that we may have tried to contact you regarding your exchange and might have emailed you already. For example, if we were unable to send you an alternative size (due to an item being out of stock) we would have emailed you; our email may have been swept up by your spam/junk mail filter. Please send us an email with your invoice or order number, name, address and a contact telephone number to firstname.lastname@example.org
Q - A friend bought me a T-shirt, which I want to exchange, but I don't have a receipt.
A - Send the T-shirt back to us with details of your friend's name, address and email address (if possible). Please include your phone number in case we need to contact you and a note explaining what you would like to exchange it for.
Q - I want to return an item for exchange/refund but I can't send it back within the 28-day returns period.
A - If you are unable to return an item within the 28-day returns period please email email@example.com . Include your Invoice Number or Order Number, name, email and contact telephone number and a brief note explaining your circumstances and when you will be able to return the goods to us.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 28 DAYS OF YOUR CARD BEING DEBITED.
Q - I've been sent a faulty or wrong item - what should I do?
A - Complete the form on the reverse of your invoice and send the invoice and unused t-shirt to our returns address via Royal Mail SECOND CLASS SIGNED FOR. We will refund posatge at this rate. The correct T-shirt will be despatched to you within 5 working days of receipt via 1st class Royal Mail.
Q - Where's my order (standard delivery) - it hasn't arrived yet?
A - Standard Delivery orders will be sent via Royal Mail and should arrive within 3-5 working days. Some orders may require a signature and it is possible that a card may have been left. If you have not received your order or a card, please email firstname.lastname@example.org stating the billing contact (name and address), order number and date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday).
Q - Where's my order (Next Working Day ) - it hasn't arrived yet?
A - All Next Working Day orders will be sent via Royal Mail Special Delivery to arrive before 1PM next working day. The cut off time for Next Working Day orders is 2 pm. As this service requires a signature; it is possible that a card was left. You can arrange for a re-delivery or collection of your order. If you have not received a card, please email email@example.com stating the billing contact (name and address), order number and date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday).
Please note, Saturday is not classed as a working day.
Please return damaged goods to us within 28 days of purchase (see extended Xmas returns dates). Complete the form on the reverse of your invoice and send the invoice and t-shirt to our returns address. The correct T-shirt will be despatched to you within one working day (stock permitting) of receipt by the Ekki Team along with an apology and a money off voucher for your next purchase.
You have the right to cancel an order within 7 working days of receipt of your goods. Unless faulty or incorrect products were delivered, you are responsible for the postage costs of returning the items to our depot for an order refund.
Q - How do I cancel the order I have just made?
A - Contact us by email using firstname.lastname@example.org stating your name and the time you ordered, plus any order details you may have been emailed. Please state why you would like to cancel the order. You will be sent an 'Acknowledgement' email within 24 hours (Monday to Friday excluding bank holidays) confirming that your order will be cancelled. Your card will be refunded for the full order amount. Please allow up to 10 days for the refund to appear on your credit card or bank statement as the length of time refunds take varies depending on the card issuer.
Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email to email@example.com stating your name and the time you ordered, plus any order details you may have been emailed. We will reply to your email within 48 hours (Monday - Friday).
Contact us using firstname.lastname@example.org or call us on 01494 853153 Monday - Friday, 9am - 5pm and we'll do our very best to help you!