Returns


 

 

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

As a small family business we inspect all returns ourselves. 

Thank you in advance for your understanding.

 

How long do I have to return the goods ?

The time period starts from the day you receive 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:  14 days
  • Items already exchanged once:  14 days
  • Home decor items  must 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 ?

  • Returned goods must be in a resellable condition, unworn with original labels still attached. Return with its protective packaging whenever possible. 
  • All returns are at customers' cost. 
  • Please return 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 get in touch for assistance.
  • 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. 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.

 

Additional instructions for returns from outside the UK - customs

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. 

 

How long will it take to get a refund ?

All refunds are usually made within 7 working days but can sometimes take up to 15 working days to allow for holidays. With Covid, garments are also quarantined for 3-4 days for safety reasons.

Refunds are paid back to the same payment method as used for the original order. If the purchase was a gift, you can be offered a voucher if you prefer.

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 email 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.

 


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