Shipping & Returns

 

1. Shipping
 
a. We do not charge you for postage on any orders.
b. The Wool Duvet Store will use a combination of Royal Mail First Class, Parcel Force, and couriers to delivery your items, depending on the size and weight of the parcel.
1. When using Royal Mail or Parcel Force, we do not ship to addresses outside the UK.
2. When using a courier we do not ship outside the UK and depending on the size of the item there may be restrictions on delivery to the Highlands of Scotland and non mainland UK addresses. Please do check the product descriptions carefully to identify delivery restrictions.
c. We aim to dispatch orders the same or the next working day, however due to circumstances beyond our control this is not always possible. So please do allow 5-7 days for your delivery. If there is likely to be an excessive delay in dispatching your order we will inform you a soon as possible to give you the option of cancelling your order.
d. If your order is urgent please telephone (020 8133 9002) and you will be advised if we can meet your requirements.
 
2. Conditions of carriage
 
a. A full delivery address and precise postcode must be provided for all deliveries.
b. Where a signature is required on delivery, we strongly recommend that someone is available to receive the delivery at any time during the working day. If there's any possibility that the delivery address won't be continuously occupied, please say so when you place your order, and give instructions as to what you'd like done with your order.
c. If you want the carrier to leave goods without obtaining a signature, please say so clearly. Please bear in mind that we can accept no liability for the goods if the carrier assures us that delivery was safely made and that the goods were intact. If no-one is available to receive goods when the carrier arrives at the delivery address, we reserve the right to recover from you any charges for re-delivery, either to you or back to ourselves.
d. You should examine all goods, whether despatched by post, carrier or our own transport, at the time of delivery, and sign for any loss or damage. Please tell us immediately by telephone of any loss or damage, and check that we have noted your call.
e. If you don't receive your order in seven days, please tell us immediately by telephone, and check that we've noted your call, otherwise we cannot accept any liability for loss of goods.
f. Unless otherwise agreed, we ask that all orders include a telephone number for the recipient (whether it's yourself or a third party), so that we can contact them to ensure that the goods have been received safely.
g. We cannot accept responsibility for any loss or damage if the recipient cannot be contacted to verify safe delivery.
 
3. Returns
 
a. Please note that ALL returns must be approved in advance (by phone or email), you will be given an RMA number which MUST be quoted on the shipment.
b. If you believe that your goods have developed a fault, you must return them to The Wool Duvet  Store. You will be responsible for the cost of posting the goods. You must supply the Proof of your original purchase, a letter explaining what the fault is, your contact details and the original receipt for the cost of posting the goods back. If The Wool Duvet Store agrees that the product is faulty, you will be offered an exchange or a full refund. When The Wool Duvet Store accepts that the product is faulty, you will be refunded the postage cost incurred by you when sending the goods back, and in the case of an exchange, The Wool Duvet  Store will redeliver the replacement at our own cost. If we refund you rather than provide a replacement or repair for faulty or defective products, or we are unable to replace any faulty or defective product, the products must be returned to us, at our cost, and shall become our property.
c. When damaged goods are returned, My Greener Life Trading reserves the right in exceptional circumstances to refuse to reimburse in full. In the case of postal returns, the goods will remain with My Greener Life Trading, until either you accept to pay for the item(s) to be returned to you, or accept a refund of less than 100% of the original purchase price. The percentage refund will be negotiated with reference to the degree of damage, but is unlikely to be greater than 75% of the purchase price.
d. Where My Greener Life Trading Ltd disagrees with you that the product is faulty, it will let you know the decision in writing.
e. If you do not agree with the decision, you have the right to take your case to independent arbitration.
f. My Greener Life Trading Ltd will meet the full cost of returning goods where the item(s) delivered to you are not as specified in the Product Description section on your Receipt PROVIDED THAT you notify My Greener Life Trading Ltd of the problem within 3 working days of delivery of the goods. In the case of these incorrect orders, the products shall be returned to us and we shall redeliver the correct order at our own cost. NOTHING IN THIS CLAUSE AFFECTS YOUR STATUTORY RIGHTS.
g. To cancel this contract, you must e-mail us at admin [at] woolduvetstore.co.uk quoting your order reference number, giving the reason for the return as 'Contract Cancellation'. Any further information about the reason for the cancellation would be appreciated.
h. You should be aware that, once we begin the delivery process for your order, you will not be able to stop delivery of the order should you decide that you do not want to receive the items.
i. If you receive the products, you are responsible for returning the items and we must receive them in a resaleable condition. The item must not have been used, must be complete with all components and the packaging must be not be damaged. Note that if these conditions are not met we may not accept returned goods.
j. We recommend Royal Mail Special Delivery for returning items.
k. Provided that the goods in question are returned by you and received by The Wool Duvet Store in the condition they were in when delivered to you, we will refund the total amount of money paid by you for the goods, less any costs to collect and deliver the goods, within 30 days, starting with the day on which we receive a notice of cancellation from you.
l. The address for returned items will be given to you when you are told your RMA.
 
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