Our returns guarantee means that if for any reason, you are unhappy with your purchase and you have ordered your item over the phone or on the internet, you can return it to us in its original condition within 8 working days from the date you have received the item, and we will issue you a full refund. Please note, refunds can take up to 28 days. However, we are unable to offer any refund or credit note for;
- Used items
- Damaged items
- Bespoke items
- Personalised items
For items over £50 in value, we strongly recommend using royal mail recorded delivery, as we cannot be responsible for items you return to us, that do not arrive. Please note, that we do not cover the cost of posting items back to us, unless we have agreed to do so.
For customers outside the UK our returns policy is the same, but you are responsible for any postage costs we incur in sending out your replacement items.
If you want to exchange an item, for example for a different size, you will need to follow our returns procedure, sending the incorrect item back to us. When we receive the returned item, we will dispatch the new item to you. Items you return to us for exchange must be in their original condition.
What do we mean by Original Condition? To return an item or items to us, under our returns policy, the items must be as new, in the condition they were sent to you in. Items must have: Their original labels and tags Boxes and packaging as supplied by the manufacturer. This is especially important for shoe and boot boxes, which must be unmarked. The plastic bag they arrived in, complete with the stock label. All parts, instruction leaflets, spares and components.
Items must not: Have been worn outdoors. Be dirty, soiled or wet Be marked, damaged or scratched.
We strive to offer the best service. However, if regrettably, you receive an item that is damaged by us, or defective due to manufacturing, you can return it to us for a full refund or replacement. If you require a replacement or full refund for a damaged, defective or wrong item, please first return the original item to us and on receipt of your item we will dispatch a replacement or refund you. Refunds can take up to 28 days. This returns policy does not affect your statutory rights.
If you wish to return any of your goods to us, you MUST use the InTweed returns form at the bottom of the page in the footer of the website, please fill it out and submit before sending. Please wait for us to reply with a returns ID number.
Your return must be made within 10 days of receiving your goods. We do not request you return the goods in that timescale but we ask that we have a notification via the returns form of the items coming back. Please note that we will not accept used, worn, or damaged goods. The only exception to this is if the items area fault of manufacture.
Please include all original packaging but you may keep the catalogue and leaflets.
Refunds can take up to 28 days. If items are not in stock on exchange we will endeavour to make the exchange as fast as possible but it can take between 4 -6 weeks depending on the items some can take longer. Any Item’s sent back without the returns form filled out cannot be refunded or exchanged.
You will be given a returns product code, please print this clearly on the outside of the packing using permanent marker.
Postage refunds can only be given for faulty items, standard exchanges are made at the buyers cost and you may be charged extra carriage for international orders.