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hello@holidayromancestore.com

Returns & Delivery Policy

WHAT IS YOUR RETURNS POLICY

Please contact us at hello@holidayromancestore.com with your order number and item you want to return. We are happy to offer a refund or exchange on all items purchased online when returned within 14 days of receiving your original order.

  • Refunds will be issued to the original method of payment. Where this is not possible, we will issue a credit note to use online. The refund value for international orders placed in a non-GBP (£) currency will be based on the daily exchange rate.
  • We do not provide free returns shipping. Postage costs will not be refunded on refunded or exchanged items.
  • Returned items are to be sent back by ‘Special Delivery’ or by any other recorded method, with a receipt obtained from the post office or courier used, as we will not be held responsible for any items lost during transit.
  • All goods must be sent back in their original condition, along with the original tags, packaging and hygiene strip intact. Items will be inspected upon return and will be returned to the sender if they are not in their original saleable condition.
  • We are unable to refund shipping charges for any deliveries that are refused and these return fees may be deducted from your refund.
  • Returns from outside of the EU must be invoiced as “RETURNED GOODS – OF NO COMMERCIAL VALUE” to prevent them being held at UK Customs. Any customs charges incurred are payable by the customer.

 

I WOULD LIKE AN EXCHANGE

If you have received your order and it’s not quite right we would be happy to offer you an exchange for the same item in a different size. Please contact our customer services team so the item/s can be put aside for you. Please also write these details on your returns slip and return with your original order.

We aim to process all exchanges within 7 working days of receipt. Please note this may take slightly longer during busy periods. If you are an international customer we can offer you an exchange but may request further payment for shipping charges.

HOW DO I RETURN AN ITEM TO YOU BY POST

Please contact us at hello@holidayromancestore.com with your order number and item you want to return. We are happy to offer a refund or exchange on all items purchased online when returned within 14 days of receiving your original order.

If you would like to send your return via post please use Royal Mail Special Delivery or an equivalent tracked service. This will be at your own cost.

Please post your returns back to the following address:

Holiday Romance Store
Returns
73 Chalton Street
London
NW1 1HY
United Kingdom

Holiday Romance Store will not accept responsibility for any parcels not received if sent un-tracked. Please retain your proof of postage.

I RETURNED MY ORDER. HOW LONG WILL MY REFUND TAKE

We aim to process all refunds within 7-10 working days of receipt, however, this may take longer during peak periods. You will receive an email confirmation when we receive your parcel and when the refund is processed.

Please note refunds can take up to 10 working days to clear back into your account depending on your bank or card issuer.

WHY HAVEN'T MY SHIPPING COSTS BEEN REFUNDED

We only refund shipping costs if there has been an error with the order or your purchase was faulty.

MY ORDER IS FAULTY. WHAT SHOULD I DO

Goods are classified as faulty if they are received in a damaged condition, or if a manufacturing fault occurs within six months of purchase. Please note that if items are damaged as a result of wear and tear or failure to correctly follow care instructions, they are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund only if the item cannot be repaired or replaced. If you have received a faulty item, please contact our customer services team immediately so we can resolve this as quickly as possible.

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