Shipping & Returns
The cost for delivery will depend upon the item you have purchased, it's weight, where you live and the service you require.
All shipping is carried out by a carrier partner selected by Suzanne Nicol to best suit your individual order. Shipping will be calculated at checkout based upon the above criteria and options shall be provided where possible.
Due to the handmade nature of pieces in our Collection there may be a manufacturing lead time on orders for multiple items. In such instances you shall receive a call from our client service consultant to advise you of delivery schedules and discuss shipping options.
Returns & Exchanges
Once your returned item has been received by our client service consultant it can take up to 5 working days to fulfil your request. Returns are dealt with promptly and you shall receive a call to discuss the process upon receipt and inspection of your item.
When we have dealt with your parcel we will confirm this to you by email. 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 call within 10 working days, please contact our client service consultant on 020 7523 5377 for immediate investigation.
OUR RETURNS POLICY
We expect that you will be delighted with your purchase but if for some reason we have not met your expectation you can return any item within 30 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.
YOUR LEGAL RIGHT TO CANCEL
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
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.
You may cancel your order by following the procedure set out under the How do I return something? section. 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.
If you are exercising your right to change your mind and cancel the contract, 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 (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
RETURNING A PRODUCT
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:
Paisley Jacob Ltd
64 Drymen Rd
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.
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 a fault develops outside of the 30 day return period please contact our client service consultant on 020 7523 5377 or by email on email@example.com before you return the item so we can discuss the fault with you and agree the best solution.
An item that was received as a gift can be returned for an exchange only. 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.