Returns

 

EXTENDED CHRISTMAS RETURNS

All purchases made between 1st November 2016 and 31st December 2016 qualify for our Extended Christmas Returns Policy. If for any reason you'd like to return your unused purchase, our extended returns policy for goods bought during this period allows you to send them back to us before Friday 6th January 2017. For more details on returns procedure and specific terms view our policies below. Please note there are separate policies for UK/EU and non-EU Customers.


Read polices for/about

UK/EU CUSTOMERS
NON-EU CUSTOMERS
EXCHANGES
FAULTY GOODS

 


 

 

UK & EU CUSTOMERS

We hope you'll will love all our products but in the unlikely event you're not entirely satisfied, you can cancel your contract with us or return your item/s to us (see below for detail about Your right to cancel and our 30 day Goodwill Return policy.

YOUR RIGHT TO CANCEL
Under the Consumer Rights Directive you have the right to cancel your contract with us for any reason, at any time up to 14 calendar days after the day on which you receive the goods ordered (if products are delivered separately - the 14 day period starts on the day you receive or the third party indicated by you receives the last item).

You’ll need to tell us clearly that you wish to cancel your order – you can use our cancellation form that is available here  (but it is not obligatory).
If you choose to use the form, you can scan a signed copy and email it to contact@othereden.co.uk. 
Alternatively you can just email us with your cancellation request.
You can also notify us via post by sending your request to - Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK

If you have contacted us to cancel before your products arrived, though your order will have been cancelled, normally delivery cannot be interrupted. Please refuse any delivery of cancelled products or return them to us.

Please send back the items no later than 14 days after telling us your wish to cancel (the deadline is met if you dispatch the goods before the period of 14 days has expired).

Specified Returns Address:
Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK

You will have to bear the direct cost of returning your cancelled order to us unless the products were delivered to you in error or if they arrived defective or damaged. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

Effect of cancellation- Refunds

Any delivery cost charged to your order will be included in your refund once we have received all (not part) of your order. Please note the we have the right to limit delivery charge refund to the value of standard delivery. Your refund will be issued within 14 days of receipt of the products 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 such reimbursement. If you provide us with evidence that you have returned the goods (proof of dispatch) we will proceed with the refund without waiting for your return to reach us. If you cancelled your order and there were no goods supplied, your refund will be issued within 14 days after the day on which we are informed about your decision to cancel.

You must take reasonable care of the products that you wish to cancel. When trying on items please avoid make up or lotions coming into contact with them. Please also make sure that bottoms are tried on over your own underwear.

Your statutory rights are unaffected.

For further information about your statutory rights, contact your local authority or consumer advice centre (for example the Citizen’s Advice Bureau if you are living in the UK).

If you a non-EU customer, please see our Goodwill International Returns policy below.


OTHER EDEN 30 DAY GOODWILL RETURN POLICY- UK/EU Customers

Non-EU customers please see our Goodwill International Returns Policy.

We want you to love what you ordered, in addition to your cancellation rights as described above, if you change your mind - we offer you an extended time to do it and local returns addresses in UK, Italy and France.

Our goodwill return policy (where we have no legal right to accept your return under the CRD or otherwise) is offered on items that you request to return within 30 days of receipt.

Returned goods must in the same condition you received them (with tags). Remember to take extra care when trying on clothing, ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. Please also make sure that bottoms are tried on over your own underwear, as we may refuse returns where it's obvious this hasn't been done.

 1.

CHECK THE DATE

Check if your 30 day return window hasn't ended.

2.

LET US KNOW

Inform us via e-mail to contact@othereden.co.uk that you'd wish to return your item (please specify your order number and items you wish to return).

If you are a customer from France/Italy - in our reply we will send you the address of our local returns centre in France/Italy.

 3.

PREPARE YOUR PARCEL

Include your order number on or in the parcel. If we won't be able identify clearly your return, your refund may be delayed.
You can re-use the packaging we used to ship the goods to you, but if that's not possible then please use any suitable packaging that will sufficiently protect the items in transit. Please make sure you cover up the original delivery address, so that the parcel doesn't mistakenly get delivered back to your address.

 4.

SEND IT BACK

Please send back the items within 14 days after telling us your wish to return (the deadline is met if you dispatch the goods before the period of 14 days has expired). You will have to bear the direct cost of returning your items to us unless the products were delivered to you in error or if they arrived defective or damaged.

Customers from France and Italy - please use our local returns address.

If you are a UK/EU customer please send your return to:
Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK

If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

 5.

GET YOUR REFUND

We will issue your refund after we have received your return. We will send you an email to let you know once your refund was issued back to your original method of payment. We aim to issue refunds as soon as possible. Please note this usually takes around 1 business day but may take up to 14 days. You will be entitled to a full refund, provided you meet the terms of our Goodwill Refunds policy, including standard delivery charges for orders returned in full (not in part).

Our goodwill return policy does not affect your legal rights under the CRD or other legislation.



Online disputes

The European Commission provides Online Dispute Platform which will allow consumers to submit a complaint about a product or service to a trader based in another European country via an online form and settle it out-of-court. This platform is available here Online Disputes


 

 

INTERNATIONAL RETURNS - NON-EU CUSTOMERS

Changed your mind? No problem- we offer you our 30 day goodwill return policy. You have 30 days from the day you received you order to request a return.

Returned goods must in the same condition you received them (with tags). Remember to take extra care when trying on clothing, ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. Please also make sure that bottoms are tried on over your own underwear, as we may refuse returns where it's obvious this hasn't been done.


1.

CHECK THE DATE

Check if your 30 day return window hasn't ended.

 2.

LET US KNOW

Inform us via e-mail to contact@othereden.co.uk if you'd wish to return your item (please specify your order number and items you wish to return). 

For customers from USA and Canada - we offer a local returns address. In our reply to you we will send you the specified returns address 


3.

PREPARE YOUR PARCEL

Include your order number on or in the parcel.

If we won't be able identify clearly your return, your refund may be delayed. You can re-use the packaging we used to ship the goods to you, but if that's not possible then please use any suitable packaging that will sufficiently protect the items in transit. Please make sure you cover up the original delivery address, so that the parcel doesn't mistakenly get delivered back to your address.

Remember to include a proper customs declaration on the parcel. Please clearly mark your return parcel as 'Returned Goods'. If this isn't done and we incur any incoming customs charges as a result, then we reserve the right to pass these charges on to you.
If you've paid import duty for items bought from us which you then returned to our UK address, it should be possible for you to claim a refund of these duties from your local customs authority. You'll need to show them proof of duty paid and proof of re-export (e.g. your certificate of return posting) when claiming your refund. For questions about duty (payable or refundable), please contact directly with your local customs authority.

4.

SEND IT BACK

Please send back the items within 14 days after telling us your wish to return (the deadline is met if you dispatch the goods before the period of 14 days has expired). You will have to bear the direct cost of returning your items to us unless the products were delivered to you in error or if they arrived defective or damaged.

Please send your return to (for the USA and Canada please used the address given by us in our reply)
Kontri Ltd. 49 Hevea Road DE13 0SH Burton-on-Trent UK

If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

5.

GET YOUR REFUND

We will issue your refund after we have received your return. We will send you an email to let you know once your refund was issued back to your original method of payment. We aim to issue refunds as soon as possible. Please note this usually takes around 1 business day but may take up to 14 days. You will be entitled to a refund amounting to the value of returned product (as charged to you when you placed your order), provided you meet the terms of our Goodwill Refunds policy.

Your statutory rights are unaffected.


 

 

EXCHANGES - DOMESTIC AND INTERNATIONAL ORDERS

If you'd like to order another size or colour you will will need to:

1.

RETURN YOUR ITEM

Please follow the returns process applicable to your order (described above). Remember to let us know first before you send anything. Once we receive your return you will be refunded accordingly (see above for more details). Returned items should be in the same condition you received them (with tags).

You will have to bear the direct cost of returning the goods to us.

 2.

ORDER A NEW ITEM

Place and pay for the new order (including the delivery cost if applicable). 

If you'd like to reduce the time necessary to receive a new product you can always reverse this process - place and pay for the new order and then return the original one to us.

 


 

 

FAULTY GOODS

You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. If your item is delivered to you damaged or faulty you can contact us for a repair or replacement or, where this is not possible, for a refund. Please contact us to arrange return of faulty items.
The cost of returning the faulty goods to us will be returned to you once we receive the product. We will keep you updated as to the status of your faulty goods return.

 

 

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