Returns

Returns and Exchanges Made Simple

 

Returns Policy Covid Update - 06/01/2021

Please Note: We are short staffed. Half our staff are currently working from home. The people who handle email are working from home and therefore are not at the same locations as return packages. Please allow us extra time for this. We are also experiencing postage delays across the board.

Also while our usual returns policy is 30 days, we have extend this in the case of Christmas Gift Purchases. In light of the ongoing situation with COVID-19 and with the National and Regional Lockdowns in effect, we have decided that the 30 day returns policy should be suspended. We are aware it may not be safe for people to return their parcels as quickly to us as they would usually.

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Exchanges and Refunds.

  • To be eligible for a return, your item must be unused and in the same condition that you received it.
  • It must also be in the original undamaged packaging.
  • Please write Exchange or Refund on the outside of the Package.
  • All Non UK returns MUST have "RETURNED GOODS - ZERO CUSTOMS VALUE" written on the outside of the packaging as duty and taxes are not applicable for returns. 
  • Please Don't Return Damaged items before emailing us at angelclothing@gmail.com as we have different procedures in place for these.

Items we do not Exchange or Refund.

Several types of goods we are not able to except as returns. These are for standard Health and Hygiene reasons and include but are not limited to:

  • Face Masks or Face Coverings.
  • Opened Cosmetics
  • Lingerie and Hosiery where the packaging has been opened and / or tried on.
  • Earrings for pierced ears.
  • Exception. If the item is damaged we will send a replacement.

What we need to process your Exchange or Refund:

1. We need a copy of your invoice or a note with your order number and name. (Including a email and phone number can be helpful).

2. Why the item is being returned.

3. Is the item damaged? Please don't return it yet, email us first with a quick photo to angelclothing@gmail.com and keep it safe until you hear back.

4. Has the item missing Parts? Again, please email us in the first instance and keep safe until you hear back.

5. If the item is being returned after 30 days, Please add details.

    Please do not send your purchase back to the manufacturer.


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    Exchanges

    Damaged or Incomplete Items:
    1. In the case of most Broken, Damaged or Incomplete items simply email us a photo of the problem to angelclothing@gmail.com. (Include your name, address and if possible your Order Number). We will try and sort remotely with the manufacturer / supplier and arrange to have replacements posted.

    Require a Different Size:
    1
    . Please return with a note giving us all details we could require. (Your Name - Address - Order Number - Returned Item Size and details of the required replacement.
    2. Please feel free to email us  angelclothing@gmail.com to confirm details of the replacement before you return the item i.e. we have the replacement item, or can get the replacement.
    3.
    You are responsible for your the cost of your return postage but items posted out in exchange are posted out at no extra charge.

     

    Refunds

    1. Once your return is received and inspected we will process a refund.
    2. We can only refund by the original payment method. We do not store any payment details so can only refund using the shopify system. This is also a legal requirement of shopify.
    3. Refunds can take up to 7 days to appear back in your account (depending on your card company, bank, Paypal etc). We have no control over this.

    Gifts

    We can Only refund to the person and payment method used to make the original purchase. These are the only details Shopify stores and allows us to do. Shopify do this to stop stolen card fraud. This does not stop exchanges. If you really have problems here we can exchange for gift certificates.

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    Return Post Address

    Angel Clothing,
    230 Fratton Road
    Portsmouth
    PO1 5HH
    United Kingdom


    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs will only be refundable for damaged / incomplete items.

    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.

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    Refund Processing Time

    Unfortunately we don't have any control over the time it takes for a card company, paypal etc to refund you. This can be longer then people expect. Once we have made a refund and the payment has left our shopify account we have no access to any further details, your personal card or bank account.


    We always recommend.
    Checking your bank account.
    Contacting your credit card company
    Contact your bank re processing time
    If after 7 days you still have not received your refund, please contact us at angelclothing@gmail.com

     

    Exchanges & Returns FAQ

    2 Returns Overview

    Goods may be returned for a refund / exchange within 28 days of receipt to the address that was provided on your invoice. This is on the condition that they are returned unused (in their original packaging if appropriate). Please include in the parcel a brief note to explain why you are returning the item and how you would like us to proceed. It is not necessary to contact us in advance to say you are returning a item, unless you need further assistance or if  your return / exchange is urgent. (Also see note 2.1)

    Please mark the package (On the outside) 'REFUND' or 'EXCHANGE' as appropriate. If you fail to do this your return may take longer to process. (Exchanges are processed earlier in the day - before post is collected. Refunds are processed later once the post has been collected on a Tuesday, Wednesday, Thursday and Friday). If you are sending boots back in the actual box they came in, please cover the box in something to protect in transit and do not apply labels directly to the box itself.

    Please note: Returning Items - We are not responsible for items being lost in the post or for the cost of the return postage. We do however cover the postage cost of the replacement goods sent to you. For damaged goods please see note 2.4

    Important Notice for Overseas Customers: 
    Returning goods from outside the EU - It is most important that the packaging containing the returned items are marked clearly as RETURNED GOODS, Failure to do this may cause customs charges to be applied to the returned consignment. In the event of this happening, Angel Clothing may at it's sole discretion deduct the charge from any refund due.

     

    Customer Helpline 02392 815413 (Office Hours)

    2.1 Need a very quick replacement? Emergencies happen! Normally for an exchange the replacement item is sent out when we receive the returned item. The quickest way to speed up this process is to buy the second required item as normal. We will then dispatch this item the same day as the order is received. With method there is no rush to send back the first incorrect item and no waiting period. (Clearly mark on the package for Refund and include a note as to reason for return).
    2.2 Corsets Try corsets on over a t-shirt, and do not lace them tightly when checking the fit. Corsets that have been tight laced cannot be returned 'as new'.
    2.3 Christmas With Christmas presents the return limit is 28 days from the 25th December. Please note that goods that show signs of excess wear above and beyond the time frame will not be exchanged or refunded.
    2.4 Damaged Goods Apologies, for whatever reason these things happen. If an item is faulty or damaged, please contact us ASAP to resolve the problem. Please do NOT return damaged or faulty items without authorisation as we may not require the item to be returned to resolve the problem.