OUR RETURNS POLICY
We hope you love your La Pochette purchase. If for any reason you are not completely satisfied, you can return any item within 14 days of receipt provided that the products are returned in perfect condition. Perfect condition means that the item is unused and free from any marks.
Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or mis-described products.
Please remember that the goods are your responsibility until they reach us including the postal costs for returning goods . We will not issue refunds for goods that do not arrive or arrive damaged so please be sure to get proof of posting. We recommend you return your package via a secure and reliable postal service.
YOUR LEGAL RIGHT TO CANCEL
Other than for personalised products, in respect of all products bought online you have a legal right to change your mind within 14 days of receipt and receive a refund (as set out below).
To meet the cancellation deadline, you must notify us by email that you wish to exercise your right to cancel before the 14 days cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
You will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than 14 days after the day we receive the returned goods. We may withhold the refund until we have received the products.
HOW DO I RETURN SOMETHING?
Please return your item/s by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the returns section of the delivery note with the details of the items you are returning and enclose the note with your returned parcel.
Please always include a daytime telephone number and your email address in case we need to contact you about the return.
If you no longer have your delivery note, please email us at firstname.lastname@example.org
Make sure your items are securely wrapped and send your return to:
La Pochette Returns
Unit 2 Hillridge Road
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
WHAT IF THE ITEM IS FAULTY?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault, you can return the item under our normal return procedure for exchange or refund.
We will assess all returns to deem if this was a manufacturing issue or caused by some reason. We reserve the right to determine whether a product is faulty and conduct a production and quality check. If deemed faulty, a replacement item will be shipped subject to availability or a credit note issued. We will ensure you are reimbursed for standard return postage on the item. If it was not a manufacturing fault, we shall contact you to discuss.
We aim to process returns within 14 days of receiving the goods. Confirmation of a refund will be sent by email. We will re-credit the original purchaser’s credit card for the sum paid, less the postal costs. The time taken for the refund to be credited to your account will depend on your bank or credit card issuer.