Returns


 

 

Strictly conditional to all returns and sorry for the reminder but please do not remove original tags before trying the garments on or using decor items or it will invalidate this return policyBefore removing tags, please ensure you have inspected your item thoroughly to ensure you are fully satisfied with it. 

Re-attaching tags manually, making a knot, using glue, etc, is not acceptable. Your parcel will be refused and returned to you. 

We are a small family business so we know our garments/decor items very well and all are inspected by ourselves. Any attempts to deceive will be easily spotted and your parcel will be returned.

Thank you in advance for your understanding.

How long do I have to return the goods ?


NORMAL RETURN PERIOD:

EXTENDED CHRISTMAS RETURN PERIODorders placed as from 18th November 2020 can be returned for an exchange or a refund until 15th January 2021 unless our normal standard returns policy of 28 days prevails. This excludes sale items and garments already exchanged once which must be returned within 14 days.

All items must be returned within the time period stated below.That period starts from the day you received your parcel as shown from our tracking records. So with COVID-19 delays, especially with International destinations, if, for instance, your parcel arrives 15 days after our dispatch date, your return period starts from the day you received your parcel and not the day we dispatched.

  • Fully priced items:  28 days
  • Reduced items & sale items:  14 days
  • All products already exchanged once:  14 days
  • Home decor itemsmust be inspected upon reception and any issues must be reported within 4 days.
  • Due to hygiene reasons, earrings are non-returnable.

 

How do I return the goods ?

  • If you wish to exchange an item: please contact us either via our contact form, our email address: or telephone +44(0) 1256 351 283 at your earliest opportunity of receiving the item with your order number. This will allow us to reserve your exchange, stock permitting. We always email you back to acknowledge your exchange request. If you do not see any reply from us, please check your spam folder.
  • Under your statutory rights, you have a duty of care to ensure that the returned goods are in a resellable condition. As such, all items must be unworn with original labels still attached on. Please do not remove these product tags while trying the item on or regretfully your request will be refused. All our tags are unpriced so ideal for items bought as gifts. Re-attaching tags manually or making do/mending the tags is not acceptable either.
    In no circumstances, items soiled, mis-used, stained and/or smelling of smoke, sweat, perfume or else or washed, or with original tags taken off will be accepted for refunds or exchanges.
  • Please ensure that the item is returned in its original packaging, is adequately wrapped and sealed and is properly addressed.
  • All items returned by you are at your own risk and we therefore strongly recommend you obtaining a proof of posting (free from the post office) and using a traceable and secure delivery agent e.g Signed For via Royal Mail. You will need to pay for postage to return your parcel to us. The Nautical Company cannot be responsible in the event your returned parcel goes missing in the post. We regret that any resulting shipping cost cannot be refunded.
  • Please do not send any item(s) back to our office without any postage paid. In the event, you send your goods back to our office without any postage paid and The Nautical Company is fined by Royal Mail as a consequence, we reserve the right to deduct the fine value from your refund or charge you for the amount whatever form applies. The Royal Mail stamp with our return address used to dispatch your parcel is NOT a free tracked returns stamp.

All returns are at customers' cost. You will need to pay for your returned postage.

All returns must be sent to the address stated on your invoice. Your invoice is to be found in the plastic Enclosed Documents envelope on your parcel. In the event you have lost your invoice, please phone us or email us and we will retrieve your details with your email address and/or full name.

All returns not meeting the conditions above are refused and sent back to the sender at the customer's cost.

 

Additional instructions for returns from outside the UK

UPDATE JANUARY 2020: UK customs are more thorough recently and too many parcels arrive with charges which have to be deducted from your refund or you may be asked to pay directly the UK authorities to release your parcel. This is purely due to the fact that customs forms have not been filled in correctly.

If you are based outside the EU or a EU country where customs applied, you must state  "RETURNED GOODS NCV (No commercial value)"  with no value showing on the custom form or UK import charges and handling fees will apply on arrival.

It is imperative to write: RETURNED GOODS and zero value. If you write "returned goods" but with the value/cost of the item, import charges will apply. Make sure that your postal service does not label your parcel customs declaration with a price/cost of the item. If they do, ask them to re-do the customs declaration. 

These charges are not cheap. As an example, a cost value of US $ 100 declared by mistake typically equals to a total fee of £26.82 !

If you still have our original shipping bag with our original customs label still attached and unaltered, please put the goods to return in it with our invoice and/or our email communication and put the lot into a new shipping bag. This will help if your parcel is stopped at customs to confirm it is a product return. 

If any such charges/fees are applied on arrival in the UK, it will be deducted from your refund or you may be asked to pay the fees directly for your parcel to be released from the courier.

 

How long will it take to get a refund ?

All refunds are made within 15 working days to the same payment method as the original order once the item has been received to our office. Should the business be closed for holidays, refunds will be issued soon after our re-opening date.You will be kept informed by email on the day the refund is processed via our card processing partner, Worldpay.

 

How can I exchange ?

Please contact us with your exchange request so that we can reserve the item for you while we await for your returned parcel. Then follow the "How do I return the goods ?"  information above.

Should you decide for a different item from the one originally purchased, the price difference will be either refunded or added to your original payment method.

All returns are at customers' cost.

WITHIN THE UK: exchanges are posted back free of charge. This is limited to one exchange per order.

OUTSIDE THE UK: we cannot ship exchanges internationally free of charge. The cost will be the same as your original outgoing shipping charge if one item only. If you purchased multiple items and only one needs exchanging, your cost will be reduced and we can advise in advance if you get in touch.

 

Will you keep me informed ?

Absolutely, we always email customers back to acknowlegde your returns request. In the case of returns, you will receive an email from our card processing gateway, Worldpay, as soon as your refund has been processed by us. It is therefore critical that you ensure your email address is correct at the time you processed your order online. In the case of an exchange, we will also email you on the day of the dispatch of the new item.

 

What if you have received a faulty item or suspect it to be faulty

Upon reception of your order, please take time to inspect your item (s) and contact us at your earliest opportunity should you have received a faulty item. Please advise us of your order number, along with the name/product code of the item concerned and the details of the problem. We will then instruct you of the procedure to follow.

Please do not return the goods until we have instructed you to do so. No return shipping cost nor goods exchange will take place until the suspected faulty goods are examined by either us or the supplier concerned. Only once the investigation is conclusive of the item being faulty that shipping cost will be refunded. We will either repair, replace or refund the item depending on the individual cases.

We cannot accept an item claimed to be faulty if the appropriate product care instructions (especially with clothing) have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

 

I have not received any emails since I placed my order.

As soon as you have placed an order with us from the website, you automatically receive two emails to confirm your order. You also receive a further email message on the day of dispatch. If you have never seen any of these emails, there are two possible reasons: (1) our emails went into your spam folder or (2) you mistyped your email address while placing your order.

We would therefore advise to check your spam/junk mail folder first. If it is a matter of a typo error with your address, best to either phone or email us and we will give you an update on your order.

Feel free to add our email address "sales at thenauticalcompany.com " to your safe contact list for future communication.

 


Top

Terms & Conditions | Privacy Policy | Cookies Policy | Secure Online Shopping |

Copyright©2010-2020 www.thenauticalcompany.com | Company Registration No 09128352 | UK VAT No 188957920 | All Rights Reserved.
All photographs and content are copyright of The Nautical Company (UK) Ltd and cannot be reproduced without permission.