Shipping and Returns

ALL DELIVERIES ARE SUBJECT TO THE DELIVERY COSTS WHICH WILL BE QUOTED AT CHECKOUT. ALL COSTS ARE TO BE PAID BY THE CUSTOMER UNLESS STATES OTHERWISE. YOU WILL RECEIVE A CONFIRMATION EMAIL ONCE YOUR ORDER HAS BEEN SHIPPED WITH A TRACKING NUMBER.
YOU WILL BE CHARGED DUTIES & TAXES SPECIFIC TO YOUR COUNTRY UPON RECEPTION. PLEASE MAKE SURE TO TRACK YOUR PACKAGE AND BE AWARE IF CUSTOMS ARE TRYING TO CONTACT YOU. WE UNFORTUNATELY CANNOT TAKE RESPONSIBILITY FOR ANY PACKAGE ONCE IT IS IN YOUR COUNTRY.
IF THE DUTIES ARE MUCH BIGGER THAN EXPECTED OR THERE IS ANY OTHER PROBLEMS WITH CUSTOMS / THE COUNTRY OFFICIALS NEEDS DOCUMENTATION OR CLARIFICATION. PLEASE CONTACT stefancookeshop@gmail.com FOR MORE INFORMATION.

PLEASE NOTE A SIGNATURE IS REQUIRED TO RECEIVE YOUR ORDER SO PLEASE ENSURE SOMEONE IS HOME OR YOU MAY ARRANGE ANOTHER TIME TO ATTEMPT DELIVERY.

UK TRACKED SHIPPING DPD:
EXPRESS - £4.99
ORDERS SHIP AT 1PM UK TIME

EUROPE TRACKED SHIPPING DHL:
EXPRESS - £15.00
ORDERS SHIP AT 1PM UK TIME

REST OF THE WORLD TRACKED SHIPPING DHL:
EXPRESS - £25.00
ORDERS SHIP AT 1PM UK TIME
RETURNS

IF YOU ARE NOT COMPLETELY SATISFIED WITH YOUR PRODUCT, OUR RETURNS POLICY ALLOWS YOU TO RETURN ANY ITEMS (EXCLUDING SALE ITEMS) TO STEFAN COOKE WITHIN 14 DAYS FROM BEING DISPATCHED.
 
PLEASE EMAIL STEFANCOOKESHOP@GMAIL.COM FOR RETURN PAPERWORK. THE SHIPPING COST AND DUTIES WILL NEED TO BE PAID FOR BY YOU. 

PLEASE NOTE YOU ARE RESPONSIBLE FOR THE RETURN SHIPPING AND WE HIGHLY ADVISE YOU TO OBTAIN A PROOF OF POSTING IN THE FORM OF A TRACKING NUMBER, AS STEFAN COOKE IS NOT RESPONSIBLE FOR ANY RETURNS OR EXCHANGES THAT FAIL TO REACH US.

ONCE WE RECEIVE YOUR RETURNED PRODUCT(S) WE WILL BE MORE THAN HAPPY TO OFFER YOU A REFUND OR EXCHANGE PROVIDED THE PRODUCTS ARE RETURNED IN PERFECT, UNUSED CONDITION WITH ALL THE ORIGINAL TAGS STILL ATTACHED AND HYGIENE STICKERS. WE TRY OUR VERY BEST FOR REFUNDS TO BE PROCESSED WITHIN 7 DAYS.


REFUNDS (IF APPLICABLE)
ONCE YOUR RETURN IS RECEIVED AND INSPECTED, WE WILL SEND YOU AN EMAIL TO NOTIFY YOU THAT WE HAVE RECEIVED YOUR RETURNED ITEM. WE WILL ALSO NOTIFY YOU OF THE APPROVAL OR REJECTION OF YOUR REFUND.
IF YOU ARE APPROVED, THEN YOUR REFUND WILL BE PROCESSED, AND A CREDIT WILL AUTOMATICALLY BE APPLIED TO YOUR CREDIT CARD OR ORIGINAL METHOD OF PAYMENT, WITHIN A CERTAIN AMOUNT OF DAYS.

LATE OR MISSING REFUNDS (IF APPLICABLE)
IF YOU HAVEN’T RECEIVED A REFUND YET, FIRST CHECK YOUR BANK ACCOUNT AGAIN.
THEN CONTACT YOUR CREDIT CARD COMPANY, IT MAY TAKE SOME TIME BEFORE YOUR REFUND IS OFFICIALLY POSTED.
NEXT CONTACT YOUR BANK. THERE IS OFTEN SOME PROCESSING TIME BEFORE A REFUND IS POSTED.
IF YOU’VE DONE ALL OF THIS AND YOU STILL HAVE NOT RECEIVED YOUR REFUND YET, PLEASE STEFANCOOKESHOP@GMAIL.COM

SALE ITEMS (IF APPLICABLE)
ONLY REGULAR PRICED ITEMS MAY BE REFUNDED, UNFORTUNATELY SALE ITEMS CANNOT BE REFUNDED. ( DISCOUNTS USING CODES DO NOT COUNT AS A SALE ITEM )

EXCHANGES (IF APPLICABLE)
WE ONLY REPLACE ITEMS IF THEY ARE DEFECTIVE OR DAMAGED. IF YOU NEED TO EXCHANGE IT FOR THE SAME ITEM, SEND US AN EMAIL AT STEFANCOOKESHOP@GMAIL.COM AND SEND YOUR ITEM TO:
THE LACUNA COLLECTION C/O STEFAN COOKE
UNIT 15 CAMBERLEY BUSINESS CENTRE
SURREY
GU15 3DP


GIFTS
IF THE ITEM WAS MARKED AS A GIFT WHEN PURCHASED AND SHIPPED DIRECTLY TO YOU, YOU’LL RECEIVE A GIFT CREDIT FOR THE VALUE OF YOUR RETURN. ONCE THE RETURNED ITEM IS RECEIVED, A GIFT CERTIFICATE WILL BE MAILED TO YOU.

IF THE ITEM WASN’T MARKED AS A GIFT WHEN PURCHASED, OR THE GIFT GIVER HAD THE ORDER SHIPPED TO THEMSELVES TO GIVE TO YOU LATER, WE WILL SEND A REFUND TO THE GIFT GIVER AND HE WILL FIND OUT ABOUT YOUR RETURN.

SHIPPING
TO RETURN YOUR PRODUCT, YOU SHOULD MAIL YOUR PRODUCT TO: 
THE LACUNA COLLECTION C/O STEFAN COOKE
UNIT 15 CAMBERLEY BUSINESS CENTRE
SURREY
GU15 3DP

YOU WILL BE RESPONSIBLE FOR PAYING FOR YOUR OWN SHIPPING COSTS FOR RETURNING YOUR ITEM. SHIPPING COSTS ARE NON-REFUNDABLE. IF YOU RECEIVE A REFUND, THE COST OF RETURN SHIPPING WILL BE DEDUCTED FROM YOUR REFUND.

DEPENDING ON WHERE YOU LIVE, THE TIME IT MAY TAKE FOR YOUR EXCHANGED PRODUCT TO REACH YOU, MAY VARY.

IF YOU ARE SHIPPING AN ITEM OVER $75, YOU SHOULD CONSIDER USING A TRACKABLE SHIPPING SERVICE OR PURCHASING SHIPPING INSURANCE. WE DON’T GUARANTEE THAT WE WILL RECEIVE YOUR RETURNED ITEM.