Return by Post
Repackage the products you wish to return, including the completed returns form on the back of the dispatch note, and take the parcel to your nearest Post Office. You will need to obtain proof of postage as part of sending the consignment. We will refund the value of the goods returned using the original payment method within 30 days of receiving the goods, but please note: we still need the goods back to us in re-saleable condition within 14 days. Due the fast-moving nature of our product range, we cannot offer exchanges on products returned to our warehouse.
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items. We recommend that you insure your parcel up to the amount of the goods you are returning.
Please send completed returns to: Firetrap.com Returns Dept, 1 Western Avenue Business Park, Mansfield Road, London, W3 0BZ.
We Are Unable To Accept Returns To Store.
Once an order has been placed (you have completed the order online and we have sent you an Order Acknowledgement email) it cannot be stopped. Any errors must be corrected using this returns process.
If you receive a faulty product, please get in touch with Customer Care who will give you instructions for its return. Your statutory rights are unaffected by this policy.When You Return A Product To Us:
Because you have cancelled the Contract within 14 days of receipt in accordance with the terms above, we will process the refund due to you as soon as possible and, in any case, where the return is by post, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product in full, not including the cost of sending the item to you. You will be responsible for the cost of returning the item to us.
For any other reason (for instance, because you have notified us in accordance that you do not agree to any change in these terms and conditions or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Reasonable Care
Products returned to us must arrive in the same condition in which you received them and in re-saleable condition. That means:
– you can try them on as you would in a store
– nothing must leave a scent or marks on the product (e.g. aftershave, perfume, lipstick, make-up)
– shoes must not be worn outside and no scuffing can appear on the sole, or creasing to the upper
– lingerie and swimwear must retain hygiene strips
– the product must have its original packaging and tags
– you cannot try on pierced jewellery
If products are returned to us in a non-re-saleable state we will refuse to accept the goods and you may have to compensate us.
Risk and Title
The Products will be at your risk from the time of delivery.
