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RETURNS (UK & INTERNATIONAL CUSTOMERS)

What is your Returns policy?

Returns are free for orders over certain values, depending on your location.  Further information is on our Shipping page HERE.

We hope you’ll love your purchase. However, if you change your mind about any products in your order it’s easy to return them.  Simply request a Returns Merchandise Advice (RMA) number within 14 days of receiving our delivery and return the goods to us, unused and in all original packaging.   We must receive the goods back within 28 days of the original receipt.

 

How do I return my item?

Returning goods to Village England is easy, you simply need to request a Return Merchandise Authorisation (RMA) number and return the goods within 28 days.

To request an RMA, Log In to your account, and under My Orders select the order number containing the item(s) you wish to return.  Click on the CREATE A RETURN button.  You will then receive an email containing your RMA. You can also email us at Hello@VillageEngland.com to request your RMA.

Once you have received your RMA, please print out the paperwork included in the email, and include it with your return so that we can process your refund promptly.

We suggest you use the same packaging used to ship the bag to you to protect the bag, as the product remains your responsibility until we receive it back here. Please ensure you return them to us within 28 days of the goods being delivered to you.  All returns must be unused, in perfect condition and in their original packaging.  We recommend you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse.  We also recommend you use a secure, trackable means to return your order to us at Village England, 46 Beaconsfield Rd, Twickenham, TW1 3HU and that you retain proof of sending, in case of dispute.

I have lost the original returns paperwork, what do I do?

Don’t worry!  Simply make sure you include the following information:

  • Order number
  • Your name and address, including postcode
  • Contact telephone number
  • Email address
  • RMA

 

I returned my purchase to you I haven’t received my refund yet, how long should I be expected to wait?

Once we receive your return, the bag is checked by our QA team to make sure the bag remains in a perfect, saleable condition. Once approved, we like to refund the payment as soon as possible, normally same day. It may well take 2-5 days for the credit to show back in your account depending on your card issuer. You are welcome to contact us at any time to enquire about process!
Should your parcel not arrive back to us within normal timescale, a full investigation with the courier you chose to return the item will need to be conducted before we proceed with your chosen return request.  Please note the goods are your responsibility until we receive them in our warehouse, and we cannot be held responsible for items lost in transit.

DAMAGED / FAULTY GOODS

My goods are faulty/damaged, what do I do?

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Faulty products will be assessed and if appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged the additional postage.


If your goods are damaged or faulty when you receive them, please contact our Customer Services team at Hello@VillageEngland.com or  +44 (0) 203 330 0017, who will advise you how to return the product to us.


If you request a refund or replacement due to faulty goods, we will assess the faulty products. If appropriate we will either refund you the value of the product or action a replacement for which you will not be charged additional postage.
If you request a refund we will contact you by email to let you know that the refund has been processed. This typically takes 15 working days. Please allow additional time if you are returning goods from overseas.

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