Refund policy

 

 

WE HAVE A 14-DAY RETURN POLICY, WHICH MEANS YOU HAVE 14 DAYS AFTER RECEIVING YOUR ITEM TO REQUEST A RETURN. 

TO BE ELIGIBLE FOR A RETURN, YOUR ITEM MUST BE IN THE SAME CONDITION THAT YOU RECEIVED IT, UNWORN OR UNUSED, WITH TAGS, AND IN ITS ORIGINAL PACKAGING. YOU’LL ALSO NEED THE RECEIPT OR PROOF OF PURCHASE. 

PRE-ORDER AND CUSTOM PRODUCTS ARE NOT ELIGIBLE FOR RETURNS, AS THESE PRODUCTS ARE MADE TO ORDER. 

 

UK RETURN
TO START A RETURN, YOU CAN CONTACT US AT STORE@STEFAN-COOKE.COM. PLEASE NOTE THAT RETURNS WILL NEED TO BE SENT TO THE FOLLOWING ADDRESS: UNIT 5.1, BAYFORD STREET INDUSTRIAL CENTRE, BAYFORD STREET, LONDON E8 3SE, UNITED KINGDOM.

IF YOUR RETURN IS ACCEPTED, WE WILL SEND YOU A RETURN SHIPPING LABEL, AS WELL AS INSTRUCTIONS ON HOW AND WHERE TO SEND YOUR PACKAGE. ITEMS SENT BACK TO US WITHOUT FIRST REQUESTING A RETURN WILL NOT BE ACCEPTED. 

YOU CAN ALWAYS CONTACT US FOR ANY RETURN QUESTION AT STORE@STEFAN-COOKE.COM. 

 

INTERNATIONAL RETURN

TO START A RETURN, PLEASE FILL OUT THE FORM THROUGH THE GLOBAL-E INTERNATIONAL RETURN PORTAL: INTERNATIONAL RETURN PORTAL

 

IF YOUR RETURN IS ACCEPTED, WE WILL SEND YOU A RETURN SHIPPING LABEL, AS WELL AS INSTRUCTIONS ON HOW AND WHERE TO SEND YOUR PACKAGE. ITEMS SENT BACK TO US WITHOUT REQUESTING A RETURN THROUGH THE RETURN PORTAL WILL NOT BE ACCEPTED. 

YOU CAN ALWAYS CONTACT US FOR ANY RETURN QUESTION AT STORE@STEFAN-COOKE.COM. 

 

DAMAGES AND ISSUES 
PLEASE INSPECT YOUR ORDER UPON RECEPTION AND CONTACT US IMMEDIATELY IF THE ITEM IS DEFECTIVE, DAMAGED, MISSING IN FULL OR IN PART OR IF YOU RECEIVE THE WRONG ITEM, SO THAT WE CAN EVALUATE THE ISSUE AND MAKE IT RIGHT.

 

DELIVERY ISSUES AND COURIER INVESTIGATIONS
FOR CLAIMS INVOLVING LOST, DAMAGED, OR MISSING ITEMS AFTER DISPATCH:

WE WILL INITIATE AN INVESTIGATION WITH THE COURIER COMPANY UPON RECEIVING YOUR CLAIM. THE TIMELINE FOR COMPLETING THE INVESTIGATION WILL DEPEND ON THE COURIER COMPANY'S POLICIES AND PROCEDURES.

REFUNDS OR REPLACEMENTS WILL BE PROCESSED ONCE THE INVESTIGATION IS CONCLUDED AND THE COURIER COMPANY PROVIDES THEIR FINDINGS.

TO ASSIST WITH THE INVESTIGATION, WE MAY REQUEST EVIDENCE, SUCH AS PHOTOS OF THE PACKAGE, DELIVERY LABEL, AND ANY OTHER RELEVANT DETAILS.

WE APPRECIATE YOUR PATIENCE AND UNDERSTANDING DURING THIS PROCESS.

 

EXCEPTIONS / NON-RETURNABLE ITEMS 
CERTAIN TYPES OF ITEMS CANNOT BE RETURNED, LIKE PERISHABLE GOODS (SUCH AS FOOD, FLOWERS, OR PLANTS), CUSTOM PRODUCTS (SUCH AS SPECIAL ORDERS OR PERSONALIZED ITEMS), AND PERSONAL CARE GOODS (SUCH AS BEAUTY PRODUCTS). WE ALSO DO NOT ACCEPT RETURNS FOR HAZARDOUS MATERIALS, FLAMMABLE LIQUIDS, OR GASES. PLEASE GET IN TOUCH IF YOU HAVE QUESTIONS OR CONCERNS ABOUT YOUR SPECIFIC ITEM.

UNFORTUNATELY, WE CANNOT ACCEPT RETURNS ON SALE ITEMS OR GIFT CARDS.

EXCHANGES 
THE FASTEST WAY TO ENSURE YOU GET WHAT YOU WANT IS TO RETURN THE ITEM YOU HAVE, AND ONCE THE RETURN IS ACCEPTED, MAKE A SEPARATE PURCHASE FOR THE NEW ITEM.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD 
NOTWITHSTANDING THE ABOVE, IF THE MERCHANDISE IS BEING SHIPPED INTO THE EUROPEAN UNION, YOU HAVE THE RIGHT TO CANCEL OR RETURN YOUR ORDER WITHIN 14 DAYS, FOR ANY REASON AND WITHOUT A JUSTIFICATION. AS ABOVE, YOUR ITEM MUST BE IN THE SAME CONDITION THAT YOU RECEIVED IT, UNWORN OR UNUSED, WITH TAGS, AND IN ITS ORIGINAL PACKAGING. YOU’LL ALSO NEED THE RECEIPT OR PROOF OF PURCHASE.

REFUNDS 
WE WILL NOTIFY YOU ONCE WE’VE RECEIVED AND INSPECTED YOUR RETURN, AND LET YOU KNOW IF THE REFUND WAS APPROVED OR NOT. IF APPROVED, YOU’LL BE AUTOMATICALLY REFUNDED ON YOUR ORIGINAL PAYMENT METHOD WITHIN 10 BUSINESS DAYS. PLEASE REMEMBER IT CAN TAKE SOME TIME FOR YOUR BANK OR CREDIT CARD COMPANY TO PROCESS AND POST THE REFUND TOO. SHIPPING CHARGES FOR THE RETURN WILL BE DEDUCTED FROM THE REFUND AMOUNT.

IF MORE THAN 15 BUSINESS DAYS HAVE PASSED SINCE WE’VE APPROVED YOUR RETURN, PLEASE CONTACT US AT STORE@STEFAN-COOKE.COM.