Customer satisfaction means everything to us. If you are not completely satisfied with your purchase we will gladly refund or exchange your item, no questions asked.
YOUR RIGHT TO CANCEL
You have the right to cancel your order within 14 days of receiving your item(s) without giving any reason. This includes sale items.
The cooling off period expires 14 days after the day on which you, or a 3rd party, acquires physical possession of the goods.
CANCELLING YOUR ORDER
STEP 1 – GET IN TOUCH
Email Winnie at: firstname.lastname@example.org
Or call us: +44 (0)20 8579 2937
Or go old school and write to us at: Vintage Heirloom, 14 Glebe Court, London W7 3BY
STEP 2 – RETURN TO
Please send back the goods, or if you are close by hand them over to Kevin or Winnie McGee at: Vintage Heirloom 14 Glebe Court London W7 3BY.
After you have notified us you wish to return your item you then have a further 14 days to return the item(s).
If possible please use the shipping packaging provided. Ensure that you carefully pack your item with bubble wrap or newspaper to avoid damage during transit.
HOW QUICKLY WILL I BE REFUNDED?
Please send us the tracking number so we can make sure we are in to receive your return for a swift refund! We hold refunds until your item(s) have been returned to us. You’ll be pleased to know we process most refunds on the day of return. Other companies take up to 14 days to process refunds!
We will confirm by email that your refund has been paid. PayPal and Stripe our payment providers will also send a notification that you have been refunded. Funds will be paid into your account within a few days. Please bear in mind we have no control over how long your bank/building society takes to refund your card.
For a full refund item(s) need to be in the same condition you received them, undamaged and unaltered. If you have charged postage we will deduct this from your refund. The security tag needs to stay attached. Removing the security tag may result in Vintage Heirloom seeking compensation if the item has been used or damaged. Any accessories e.g.: authenticity cards, dust bags, tags and boxes supplied with your order must be returned and unaltered. We reserve the right for compensation up to the full value of the item(s) if any of the above conditions are not met. We will make the reimbursement in most cases on the same day of receiving back the item. We are obliged never to take any longer than 14 days after the day we receive back from you any goods supplied.
If the item(s) are returned in the same condition as received you will receive a full and prompt refund. You are only liable for any diminished refund if there is evidence of handling other than what is necessary to establish the nature, characteristics and functioning of the goods. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
Customers are required to return the item(s) at their cost. It is not essential but we recommend using a courier with parcel tracking & insurance. Unfortunately Vintage Heirloom can not refund items lost in transit. Royal Mail (Special Delivery), FedEx, TNT or DHL.
This is for customers based outside the UK. We know returning your item can be a hassle so we make arrangements for you.
1. Let us know if you'd like to return your item.
2. We’ll email you a return address label.
3. Print your return address label & attach to your package.
4. Phone the DHL number we provide to arrange a suitable time & place for pickup.
5. DHL will come and pick up your item.
As soon as we get the item back we will promptly refund your card minus applicable shipping costs.
DHL RETURN COSTS
We deduct the cost of return with DHL from your refund. Return costs cover the additional courier and administrative costs.
USA & CANADA
Small items (jewellery), return cost : £25 / current exchange rate is $
Medium items (handbags), return cost: £35 / current exchange rate is $
Larger items (shoppers / travel bags), return cost: £45 / current exchange rate is $
Small items (jewellery), return cost: £15 / current exchange rate is $
Medium items (handbags), return cost: £20 / current exchange rate is $
Larger items (shoppers / travel bags), return cost: £30 / current exchange rate is $
REST OF WORLD
Small items (jewellery), return cost: £40 / current exchange rate is $
Medium items (handbags), return cost: £50 / current exchange rate is $
Larger items (shoppers / travel bags), return cost: £60 / current exchange rate is $