Returns, Refunds & Exchanges

We want every customer to be happy with their purchase. However, if something is not quite right, we're here to help! Exchanges are completely free, and for returns, a small fee of £3.39 will be deducted from your refund to cover return shipping. Please note, orders are usually processed immediately, meaning we can't always stop the order from being delivered once it is placed. 

 

Exchanges

If you would like to exchange your order for a different size, you can do this free of charge. Customers can exchange their product for the same item in a different size. Please note that products returned to us without a prior exchange request will not be accepted. 

Before starting the exchange process please check our website to see if we have your desired size in stock. If we don't please email us to find out when these will be restocked at support@ammoniteuk.com. 

To be eligible for an exchange, products must meet the following conditions:

1. Condition of Items: Returned products must be unworn, undamaged, and in resalable condition. The item must not show any signs of use, and it must be returned with all original tags, labels, and packaging intact.
2. Timeframe for Requests: All exchange requests must be submitted within 14 days of receiving your order. 
3. Exchange Assessment and Approval: Once we receive your product, we will assess whether it meets the criteria outlined in the Condition of Items section (point 1). If it does, we will inform you via email that your exchange request has been approved. If the returned product doesn't meet the exchange criteria, unfortunately, the exchange will be refused.
4. Exchange Processing & Delivery:  Once your exchange request is approved, we will process the replacement, and you can expect to receive the new product within 14 days.

Failure to adhere to these conditions may result in the return or exchange being rejected. We reserve the right to refuse any return or exchange that does not meet the requirements outlined above.

 

How to Exchange an Item

1. Log in to initiate exchange process

• To initiate the exchange process, click the person icon in the top right-hand corner of our website or simply click here.

• Enter your email and six-digit verification code, if required, to log in.

2. Request an Exchange

• Select the item you would like to return.

• Click the Request an Exchange button.

3. Wait for Confirmation

• You will receive an email confirming that your exchange request has been submitted.

• Our team will review your request and generate a return label if your request meets the conditions outlined in our return policy.

4. Receive Your Return Label

• A return shipping label and QR code will be sent to you via email.

5. Send Your Item

• Print and attach your return label to your package, or present the QR code at the drop-off location.

• Ensure you post your return within the expiry date on the shipping label (usually 7 days for Royal Mail).

6. Return Shipping Costs

• For your first exchange, the return shipping cost will be covered by us.

• If you require additional exchanges, return shipping costs may apply, and you will be charged accordingly. 

7. Exchange Inspection

• Once we receive your return, our team will check if the item meets the conditions outlined in our return policy.

• If the item meets the conditions, we will send out the replacement item to you.

• If the item does not meet the conditions, the exchange will be declined, and we will return the item to you. 

 

Returns

If you are not completely satisfied with your purchase, we offer a straightforward returns process. Please note that products returned to us without a prior return request will not be accepted.

To be eligible for a return or refund, products must meet the following conditions:

1. Condition of Items: Returned products must be unworn, undamaged, and in resalable condition. The item must not show any signs of use, and it must be returned with all original tags, labels, and packaging intact. 
2. Timeframe for Requests: All return requests must be submitted within 14 days of receiving your order. 
3. Return Assessment and Approval: Once we receive your product, we will assess whether it meets the criteria outlined in the Condition of Items section (point 1). If it does, we will inform you via email that your return request has been approved. If the returned product doesn't meet the criteria, unfortunately, the return will be refused.
4. Timeframe for Returns: Once your return request is approved, we will process your refund, and you will receive it within 14 days.

Failure to adhere to these conditions may result in the return or refund being rejected. We reserve the right to deny any return or refund that does not meet the requirements outlined above.

 

How to Return an Item

1. Log in to initiate return process

• To initiate the return process, click the person icon in the top right-hand corner of our website or simply click here.

•Enter your email and six-digit verification code, if required, to log in.

2. Request a Return

• Select the item you would like to return.

• Click the Request Return button.

3. Wait for Confirmation

• You will receive an email confirming that your return request has been submitted.

• Our team will review your request and generate a return label if your request meets the conditions outlined in our return policy.

4. Receive Your Return Label

• A return shipping label and QR code will be sent to you via email.

5. Send Your Item

• Print and attach your return label to your package, or present the QR code at the drop-off location.

• Ensure you post your return within the expiry date on the shipping label (usually 7 days for Royal Mail).

6. Return Shipping Costs

• The cost of the return shipping label will be charged to the customer.

• If your return is approved, a Royal Mail Tracked 48 shipping cost of £3.39 will be deducted from your refund when it is processed.

7. Return Inspection & Refund

• Once we receive your return, our team will check if the item meets the conditions outlined in our return policy.

• If the item meets the conditions, we will process your refund.

• If the item does not meet the conditions, your refund will be declined, and we will return the item to you.

 

Refunds

Once we receive your returned item, it will be thoroughly inspected to ensure it meets the conditions outlined in our return policy. If your return is approved, your refund will be processed promptly, and a credit will be applied to your original payment method within 14 days. Please note that the cost of return shipping (£3.39) will be deducted from the refund amount. It may take additional time for the refund to appear in your account, depending on your payment provider or bank.

Faulty, Flawed or Incorrect Products

If you believe the product we sent is faulty or incorrect when you receive it, you have 30 days to report the issue and request a return. Please note, products will only be deemed faulty once received by us and checked by our technical team. If you are approved then your refund will be processed.

To initiate the return process, please email us at support@ammoniteuk.com, and our customer support team will be happy to assist you. In your email, please include your name, mobile number, order number, a brief description of the issue, and photos of the product. We will review your request and provide instructions on the next steps.

Please refrain from returning any faulty or incorrect products until you have contacted our team and received a response.