Despatch / Delivery of your purchase
Royal Mail aim to deliver to UK addresses within 1 day depending on the postal service used. However this is not a guaranteed time frame and delays can occur, especially at peak periods, which is completely out of our control.
Delivery to non UK addresses usually take approx. 3 to 5 working days, depending on the destination and the postal service used. However this is not a guaranteed time frame and delays can occur, especially at peak periods or by goods being held by Customs, which are both completely out of our control.
Any Customs Duty charged to non UK buyers is completely out of our control. However we have found this is rare for single occasional purchases
We always send an email to confirm your item has been posted, which is sent to the email address you have registered with eBay.
Haven't received your order yet ?
Purchases that do not arrive within the following time frame are classed by Royal Mail as officially lost. It is Royal Mail who have stipulated these time frames, not us, therefore they will not investigate any possible loss before this time frame. Please bear in mind claims for compensation from Royal Mail can be a lengthy process, especially when an item has been sent to an address outside the UK.
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UK Addresses - 16 working days* from the date of posting
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EU Addresses - 21 working days* from the date of posting
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All Other Destinations - 26 working days* from the date of posting
After this time frame, Underground Fashions will make a claim on behalf of the buyer. This process involves supplying Royal Mail with full details of the transaction, name and address details contact phone number etc of the buyer together, with details of the item and costs etc.
It is important to note that during Royal Mail’s investigation, they usually ask the buyer to confirm non delivery. If Royal Mail do not get a response from the buyer they will assume the item has been delivered and will not pay compensation to us as the seller, which means we cannot refund the purchase price to the buyer.
Once Royal Mail have received a response from the buyer and have satisfied themselves that the item is officially lost, they will issue a refund to us and we in turn can then refund the buyer. Sadly this whole process is very lengthy and long winded and can take some time, but we have to abide by Royal Mail’s regulations.
Please Note: Royal Mail will only compensate goods up to a maximum value of £39, unless additional Postal Insurance has been purchased. An offer to provide a quote for additional Postal Insurance is sent in the initial email we send when goods have been purchased from us.
Customer Returns Policy
1. Customers have the right to return their order within 7 days of purchase. Where the customer exercises their right to cancel an order after processing, only the product costs will be refunded upon receipt of returned goods as Behind Closed Doors does not refund postal charges.
2. All returned products will be refunded or exchanged provided they have not been used or damaged. Postage costs will only be refunded if goods received were incorrect, faulty or damaged upon receipt. Photographic evidence may be required to support a claim.
3. Returned items should be sent by Royal Mail 1st Class Post, Behind Closed Doors will not cover return postage costs for Special Delivery or any courier service. It is essential that a certificate of Posting is obtained from the Post Office
4. Any returned items must be received within 7 days of purchase to qualify for a refund or replacement. Any goods returned more than 28 days after purchase, whether faulty or not, will not be refunded or replaced and the returned goods will be disposed of.
5. Any items damaged during return due to insufficient packaging may only receive a part refund at Behind Closed Doors discretion. Behind Closed Doors will not be responsible for items lost in the Post whilst being returned.
6. In the rare event of a customer receiving an incorrect item, Behind Closed Doors will, upon receipt of the returned incorrect item, send the correct item and refund the return postage. If the customer requires a fast replacement, Behind Closed Doors will recharge the customer, send the correct item and on receipt of the returned incorrect item, refund the customer for the cost of their 2nd order and for their return postage.
7. Orders returned 'Not Called For' by Royal Mail , customers will be required to fund the re-posting of the returned item.
8. It is assumed that customers have read and agreed to these terms and conditions before making their purchase
9. In all situations where a full Refund is required or agreed following an Ebay Purchase a “Mutual Withdrawal Agreement” must be agreed through Ebay before such refund can be issued.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS
How to return items...
We use the eBay return facility which is very easy to use.
Go back into the listuing from which you made your purchase, tis can be found by eaither clicking on the link on the email you received from eBay or through your eBay account under your purchases.
under the button View Order Details there is an option to click on Return this item. Click on this button and the rest is very straight forward.
Our Business Details
Behind Closed Doors
T/A Purse Perfection
51 Highley Drive
Radford
Coventry
CV6 3LR
Company Number: 06809145
VAT Number: 972 5283 95
Contact Person : Tracie Stonier
Ph 07986548816
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