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.
STEP 1 – GET IN TOUCH
Or in writing, see address below
Or call us: +44 (0)20 7251 8113
Vintage Heirloom, 13 Charterhouse Square, London, EC1M 6AX.
STEP 2 – RETURN TO
Please send back the goods, or hand them over to Kevin or Winnie McGee at:
13 Charterhouse Square
You have 14 days to return your item(s) from the day you contacted us to cancel your order. A further 14 days to return the item(s).
Customers are required to return the item(s) at their cost.
It is not essential but we recommend:
Using a courier with parcel tracking: Royal Mail (Special Delivery), FedEx, TNT or DHL. Please send us the tracking number so we can make sure we are in to receive your return.
Please ensure that you carefully pack your item with bubble wrap or newspaper to avoid damage during transit.
Unfortunately Vintage Heirloom can not refund items lost in transit. We advise customers to return items with tracking & insurance.
HOW QUICKLY WILL I BE REFUNDED?
We hold refunds until your item(s) have been returned to us.
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 our payment provider 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.
The security tag should 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 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 without undue delay, and not later 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.
This is for customers based outside the UK.
We know returning your item can sometimes be a hassle so we’ve offer two options.
OPTION 1 – POSTING YOURSELF
1. Return your item to us with tracking at your local post office.
Important: as no sale has taken place, this is a temporary import. Please mark the customs value as £0.
If you forget to do this resulting customs charges may be deducted from your refund.
Sending us your item this way is often less expensive than requesting DHL to pick up your item.
OPTION 2 – DHL WILL PICKUP
1. Let us know you’d prefer for DHL to pick up your item, e.g. at work.
2. We’ll email you a return address label.
3. Print your return address label & attach to your package.
4. Phone the number provided 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
Please note, exchange rates fluctuate so £ to $ and £ to € conversions below are an approximate guide.
USA & CANADA
If you paid £20 / $32 delivery, return cost: £30 / $47 – small items
If you paid £30 / $47 delivery, return cost: £45 / $70 – larger items
If you paid £15 / $22 delivery, return cost: £22 / €31 – small items
If you paid £25 / €36 delivery, return cost: £32 / €45 – larger items
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, Sweden, Vatican
If you paid £20 / €29 delivery, return cost: £30 / €42 – small items
If you paid £30 / €43 delivery, return cost: £40 / €56 – larger items
Albania, Andorra, Belarus, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Estonia, Hungary, Iceland, Latvia, Lichtenstein, Lithuania, Macedonia, Malta, Moldova, Norway, Poland Romania, Slovakia, Slovenia, Switzerland, Turkey
If you paid £25 / €36 delivery, return cost: £35 / €49 – small items
If you paid £35 / €50 delivery, return cost: £45 / €70 – larger items
Armenia, Azerbaijan, Georgia, Kazakhstan, San Marino
REST OF WORLD
If you paid £35 / $55 delivery, return cost: £45 / $70 – small items
If you paid £45 / $70 delivery, return cost: £55 / $86 – small items
Asia, Australia, Middle East, South America, Russia