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Returns Process

Creating return requests

 To create a product return request:

1. Select Orders history from your cart menu.
2. Search for the order you would like to create a return request for.
3. Click on its number or status, and the Order details page opens.
4. Scroll down to the Create return request form.
    Note. You will only see the Create return request form and be able to create a return request if returns are allowed for the product and the time allowed to make the request has not expired (for most products this is 4 days from the date the order is completed ). Please inform us if you believe the form should appear but does not.
5. Set the product(s) and quantities you wish to return.
6. Select the reason for returning and add comments as appropriate.
7. Select the action you would like the store administration to do for you and add comments as appropriate.
8. Click on Create.

Create return request form.

After the return request has been successfully created, the confirming notification appears at the top of the page.

The new request is added to the Returns list. To view the list of his return requests, click on Returns in your cart menu. The current status of each request in the list is shown in the Status column.

Return request status

You will receive an e-mail notification when a decision has been made on your return request to indicate that your return request has been authorised or declined.

Returning Products

If your return request has been authorised you should send your product back to us. Please note that at this stage we have not agreed any further action except to authorise your request to return the product.

•  Please make sure you use a traceable method (a tracking number) as we cannot take responsibility for lost packages being returned that are lost, stolen or damaged en route. You must print and include a Return slip (see below). You the purchaser * are responsible for returning any products to us that are subject to a warranty claim and for any costs incurred in doing so.  Products must be received within 3 days of the return being authorised (5 days if outside the UK).

• We will inspect all products returned. All exchanges must be in perfect condition and complete with all original packaging and any pouches and product labels/stickers. Products that are not in the original condition or missing original packaging or extras will be refused. If we refuse the guarantee, we will clearly explain why, return the sunglasses to you on request and charge the postage only.

• On approval, which is purely at our discretion, we will take the appropriate action. We will usually follow the action you have requested but reserve the right to take an alternative action. A handling fee comprising a) the original postage plus b) 20% of the original price paid or £1 per product whichever is the greater, will be deducted from any refund. Replacement or exchange are subject to any balancing charges. If requested, or if an exact replacement model is not available, a credit will be emailed to you in the form of a Gift Certificate.

    *  Dropshippers based outside the UK may direct their customers to return products directly to us. However the dropshipper
       must follow the returns process and a returns authorisation must be given.

Managing previously placed return requests

You can modify/delete the return requests previously placed by you via the Returns item in your cart menu.

To modify an existing return request:

1. Click on Returns in your cart menu. The return search form appears.

Return search form

.

2. Use this form to find the return request you would like to modify. The search results will be displayed in the form of a list.

Returns list

3. Do one of the following:
• Select the check box next to the return request you would like to modify and click on Modify.
• Click on the Return ID link of the request you would like to modify. The return Modify form opens.

Modify form.

4. Select the reason for returning the product.
5. Select an action from the drop-down list.
6. Add your comments if necessary.
7. Click on Modify.
8. To print a return slip, click on Print Return slip.

To delete an existing return request:

1. Search for the necessary return request in the Returns section.
2. In the Returns list, select the check box next to the request you would like to remove.
3. Click on Delete selected.