Delivery & Returns Policy
Once you place an order on our website you’ll receive an email confirmation with details of items purchased. We will then aim to get your item dispatched with 48 hours (generally on the same day) and you’ll receive your item within 3 – 5 days.
If you would like to cancel your item please call 01271 863949, if the item has not been posted we will be able to cancel the item and refund your purchase. If the item has already been posted you will need to follow the returns procedure below.
Returning UK orders to the Promenade Gift Shop store is easy. If you need to return your purchase, we offer a full refund or exchange within 28 days of delivery or collection (some exclusions do apply – please see full policy below).
To send items back to us you’ll need to include the packaging slip and write the reason for the return, you should have received one in your parcel. Please send the parcel to: Promenade Gifts, 6 Promenade, Ilfracombe, EX34 9BD. You can return most items to us by paying the postage for any postal service of your choice.
Our returns policy
This section tells you which items we’re able to give you an exchange, refund or a gift voucher for and which items we won’t. It explains why, and tells you about your rights as a customer.
We’ll give you a full refund as long as:
- It’s been less than 28 days since you received your item
- You haven’t damaged it
- It’s in resalable condition e.g. tags still attached, the packaging is unopened, item has not been stained or marked.
- You have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email.
- You have the card you paid with.
- Postage & packing charges are not refundable.
Please note, we reserve the right to refuse an exchange or refund if goods are damaged or aren’t returned in a saleable condition.
If you don’t have proof of purchase, we can’t offer you a refund, gift card or exchange.
If you paid by card and have your proof of purchase but don’t have the card you paid with we can’t offer you a refund, but we’ll give you an exchange or a gift card for the same amount.
How a refund or exchange works:
- If your item isn’t in our exclusions list below, we’ll give you a refund or exchange. You just need to make sure that you return your item within 28 days of buying it or receiving it in the post, and you have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email.
- We’ll put the money straight back onto the card you paid with and it should show in your account within 3-5 days.
- If you’re returning something because you don’t want it (rather than because it’s faulty) we must be able to resell it. That means that it should have its original tags on and shouldn’t be damaged in any way.
- If we don’t think the item is in a good enough condition to resell, we hold the right to say no to giving you a refund or an exchange.
- If you don’t have proof of purchase, we can’t offer you a refund, gift card or exchange.
- Our policy doesn’t affect any of your normal statutory rights. Those rights cover you for things like faulty items, or items that are different from how we described them. They also let you cancel orders. You can find more information about statutory rights from your local trading standards department or citizens advice bureau.
Items that aren’t included in our returns policy
There are certain items that we can’t give you a refund or exchange for unless they’re faulty or different from how we described them. We’ve also listed the items you can’t return here:
- Beds and bedding (like duvets, pillows and bedspreads) that have had their original packaging opened or damaged
- Cosmetics and fragrances that have had their original packing opened
- Earrings for pierced ears, and other pierced body jewellery
- Gift food (such as hampers, chocolate or alcohol)
- Swimwear that has had its tags removed or original packaging opened. You must also keep the hygiene strip in place or we won’t be able to give you a refund or exchange.
- Gift Cards, e-Gift Cards or vouchers
Please call 01271 863949 for more information about our returns policy.