FREQUENTLY ASKED QUESTIONS

WHO PAYS FOR POSTAGE?

The customer is generally responsible for the cost of returning unwanted items back to us, and in return, we pay the cost of sending your replacement.

THE PRODUCT ARRIVED DAMAGED, WHAT DO I DO NOW?

Please telephone our 'Returns Desk on the following number 0845 644 3272 who will advise you of the next step.

When returning any product please enclose your returns form with your order number
and ensure that the goods are clean and dry.
In most cases if the product is faulty, we will offer an immediate refund or exchange.
Please note that with some returned goods it may be necessary to return the item to the manufacturer for assessment before a final decision can be made.

CAN YOU ARRANGE FOR COLLECTION OF THE PRODUCT?

Yes, the cost of this service is Ł7. You will need to have your credit card ready at the time of ringing the returns desk. This service is preferred for larger items that are too bulky to take to a post office, such as tents etc. This service is only available to residents of the UK. International customers must arrange their own postage.

HOW IS COLLECTION ARRANGED?

You have a couple of choices for your convenience. You can send us your telephone number via email [click here] and we'll contact you back to take the details. Or you can phone our returns desk with your credit card at hand. You will be asked to state a day that you will be at the collection address until the driver arrives. This is very important because if you miss the driver you may have to pay a further fee for rearrangement of the collection.

MORE THAN 21 DAYS HAVE EXPIRED SINCE THE PURCHASE, CAN THE GOODS STILL BE RETURNED?

We will normally waver this period if the goods are unopened or unused. If the goods were bought for a present that is no longer required, so long as the goods are unopened we will normally offer a refund.

THERE WAS NO RETURNS NOTE WITH MY ORDER - WHAT DO I DO NOW?

You can print off a returns note using the link at the foot of this page. If you don't have a printer, you can hand write the details on a blank sheet of paper and include it with the return.

PRINT FORM HERE
(adobe reader required)

No Adobe?

HOW LONG DOES IT TAKE TO COMPLETE A RETURN?

This will partly depend on the postage and the stock levels. Once we have the return here and assuming the goods are in stock, the return will be completed on the day we receive it. We will repost your new goods for 24 hour delivery.

A PRODUCT I PURCHASED ISN'T WHAT I EXPECTED, CAN I EXCHANGE IT FOR SOMETHING ELSE?

Absolutely. So long as the item is unopened, unused, and in the same condition as you received it. Simply use the information area of the returns form to state your new choice details. Always include the product code (found below the picture on the website), the colours and the size.

More information on sending goods back for exchange or refund

Your "NO QUIBBLES" Guarantee

At Oswald Bailey we want you to be delighted every time
you shop with us so we make our returns policy simple.

Our "no quibbles" guarantee means that if for any reason you are unhappy with the item you have purchased just return it in its original condition within 30 days and we will issue a full refund for the price of the item.
We will also be happy to refund the delivery charge if the return is a result of our or the manufacturers error.

Faulty Goods and Returns
In the unlikely event you find a fault with any product bought from us,
please return the item to us as soon as possible.
When returning any product please enclose your returns form with your order number
and ensure that the goods are clean and dry.
In most cases if the product is faulty, we will offer an immediate refund or exchange.
Please note that with some returned goods it may be necessary to return the item to the manufacturer for assessment before a final decision can be made.

For your protection we recommend that you use a Recorded Delivery postage service.

This does not affect your statutory rights.

- The Returns Form In Detail -

With your order and paperwork you will find this form included -
"All You Need To Know About
RETURNING AND EXCHANGING"

This web page shows you how to fill the form in and make a successful return to us. At the end of this section you will see a few of the most frequently asked questions which may help you further.

Returning goods is a straightforward process which we've made as easy as possible.

First thing to do identify the form and give it a read over. You'll note that the form is actually fairly simple and below we'll explain what you need to do with it.

The first part of the form gives information and instructions and this web address.

Key 1 - Quantity Returned. Self explanatory, fill in the amount of a line you are returning.
Key 2 - Exchange for new size/colour: Make sure that you use a size that is associated with this product.
Key 3 - Refund Only. Choose this if you are returning an item for refund rather than exchange.
Key 4 - Information Area - This is the areas that you can use to add notes or information that may help the exchange refund process. Feel free to write anything relevant here.

You will see your order number and name. This is here for our reference when you return the items. Below this is the key you need to know for filling in the form.

Unsuitable or unwanted Items sent back for refund must be in new condition and wherever possible in the original packaging. We reserve the right to refuse a refund if the items returned are in an unacceptable condition different to when new.

Alongside the item price to the right is where you fill in the first details:-

QTY RETURNED: specify the amount of that line you are returning.

EXCHANGE FOR: only use it for filling in the correct new size or colour that you wish this line to be exchanged for. Make sure that these are specified on our website.

REFUND ONLY: If you are sending the goods back (unopened and new) and require just a refund.

At the lower areas of the form there are two areas for you to fill in any other detail that may help or is relevant. Fill in the date that you are returning the goods.

That is all there is to it. Simply return this form back to us with the goods and to the address at the bottom of the form. We'll do the rest when the package arrives at the warehouse.

To download a copy of the returns form click HERE
then simply fill it in, print it off and return it to us along with you goods.

The form is in PDF format, if you are not able to read it download a copy of Acrobat Reader using the button below