Returns
We want you to be happy with your purchases from Collecting Seashells Ltd.
If you are unsatisfied with the product you have received and wish to return it to us, we offer a full refund (excluding return postage costs, which are your responsibility unless the product is faulty) within 14 days of receiving your item. Your item should be in its original packaging, be unused and still have all tags attached. You are entitled to either an exchange, or refund. We have done our best to describe our items correctly at the time of the items being listed on our website. All sizes are approximate.
If you wish to return your product, please contact us at sales@collectingseashells.com (make sure you include your order number in the email). If your return request is accepted, we will send you an email with details on how to return the item, shipping labels and where to return it to.
Please make sure that you package up your goods properly to protect from any damage in transit back to us. Otherwise we may not be able to exchange or refund you. We recommend that you use an insured, registered delivery service and keep the receipt as we cannot accept liability for goods lost or damaged in transit. You remain responsible for your product until it reaches us.
Please bear in mind that our hours of operation are Monday - Friday 10:00 to 15:00 (excluding bank holidays) any emails or requests out of these hours will be processed on the next working day.
Damages and issues
We check the condition of all of our items before sending them out. However in the exceptional circumstances that the product doesn't meet our high standards, please let us know as soon as possible.
Do make sure that when you get your order, you inspect it carefully. If you find any defects, damage or the product is not what you ordered, do contact us immediately so we can rectify the issue.
Goods that are received damaged will be refunded or replaced. All we ask is that you keep the original packaging and email photographs of the damage within 24 hours of receiving the goods in order for us to claim from our couriers.
Please email photographs to sales@collectingseashells.com and we will be happy to discuss your returns prior to you sending it back. We can either offer you an exchange for the same product or refund.
If your item arrives damaged, please make sure you contact us within 24 hours of delivery. We cannot be held responsible for damages reported after this period.
Refunds
If you have requested a refund for your product, we will aim to process this as soon as we can once we have received the item.
To be eligible for a return, your item must be in the same condition that you received it in, unused, with all original tags in place, and in its original packaging. You’ll also need your receipt or proof of purchase, as well as your order number.
To start a return, please get in touch with us at sales@collectingseashells.com, stating your order number. We'll then send you further details on how to obtain a refund. Please note that items sent back to us without requesting a return won't be accepted.
Please ensure your original order number is clearly printed on your return.
We aim to issue refunds within 72 hours of receiving the returned goods depending on having all the information for the claim from you in the timescales required. You will be refunded through the payment method you provided to us. If you are unhappy with the items bought using your Collecting Seashells Gift Voucher, you will be refunded with a new voucher, dated from the date of the returned goods.
Please note that Gift Vouchers cannot be exchanged, returned or replaced if lost or damaged.
Exchanges
The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. However, if you wish us to exchange an item for another, please email sales@collectingseashells.com with your order number and we will help where we can.
Exceptions
There are certain types of items that cannot be returned. These include perishable goods (such as food, live flowers/plants), anything that is customised (special orders or personalised items), and any personal care goods. If you are unsure whether your item can be returned, please get in touch with us.
Unfortunately, we cannot accept returns on sale items or for gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Should you have a question / problem or wish to make a complaint please email tilly@collectingseashells.com or click on the email icon at the bottom of any of the pages.
We reserve the right to change these conditions at any time. Please note your statutory rights are not affected.