RETURNS AND EXCHANGES

What is your return policy?

We want you to be happy with your purchase but if you are not, you can return any item apart from underwear within 14 days of receipt provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging.

Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or misdescribed products. We will be happy to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges.

Which items cannot be returned?

Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:

Products that are made to your unique specification or that are personalised for you, such as items bearing your name or initials and underwear.

How do I return my item(s)

You can send your return by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the reverse side 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 include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.

Make sure your items are securely wrapped and send your return to:

Returns Department

Bedstraw and Madder

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.

How long will my return take?

Once your parcel has been received by our team it can take up to 5 days to fulfill your request. Returns are dealt with in the order in which they are received. When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your return to us, you have not received our email confirmation within 10 days, please contact us on 07791629357 (Monday - Friday 9.00am to 5.00pm so we can investigate.

Your right to cancel

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. 

You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.

To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the 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.

What if my item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.

If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 07791629357 (Monday - Friday 8.00am to 5.00pm or by email on helllo@bedstrawandmadder.com the fault with you and agree the best way forward. Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift card to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Can I return an item received as a gift?

An item that was received as a gift can be returned for an exchange or gift card. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser's legal rights. Underwear cannot be returned. 

Is the packaging recyclable?

The packaging is fully recyclable and compostable. 

STILL HAVE QUESTIONS?

hello@bedstrawandmadder.com