Returns, Refunds and Exchanges
We hope you are delighted with your purchase. If for any reason you are not completely satisfied, please read the information below.
Returns
In addition to your statutory rights, we offer a voluntary 28-day returns policy for unwanted items.
If you wish to return an item, please ensure it is returned in a fully saleable condition within 28 days of receipt.
Please complete the Returns/Exchange Form included with your order and send the item to:
Sheldrick Trading Limited
1 Oak Place, Rosier Business Park
Coneyhurst Road
Billingshurst
West Sussex RH14 9DE
United Kingdom
If you did not receive a Returns/Exchange Form, please contact us at support@sheldrickwildlifetrust.org
Unless the item is faulty, damaged or supplied incorrectly, the cost of return postage is the responsibility of the customer.
When trying on clothing, please ensure that items are free from make-up, fragrance, deodorant or other marks which may prevent them from being resold.
We reserve the right to refuse a refund if returned goods are not received in a fully saleable condition.
Your Statutory Right to Cancel and Withdraw
In addition to our voluntary 28-day returns policy, consumers have statutory rights under applicable consumer protection laws.
If you are purchasing as a consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods without giving any reason.
You may exercise your right of withdrawal by:
- emailing us at support@sheldrickwildlifetrust.org;
- using our Cancel or Withdraw Your Order page.
Once we have received your request, we will confirm receipt by email.
Once you have notified us of your decision to withdraw, you must return the goods within 14 days.
Unless goods are faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the goods.
We will reimburse all payments received from you, including standard delivery charges where required by law, using the same method of payment used for the original transaction, within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been returned.
Certain products may be excluded from the right of withdrawal where permitted by applicable law, including:
- goods made to your specifications or clearly personalised;
- sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed;
- perishable goods; and
- digital content supplied electronically where supply has begun with your prior consent and acknowledgement that your right to withdraw is lost.
Nothing in this policy affects your statutory rights.
Exchanges
We are happy to offer exchanges, subject to stock availability and receipt of the original item in a fully saleable condition within 28 days of delivery.
Where the original item is faulty, damaged or supplied incorrectly, we will cover the reasonable cost of return postage.
For all other exchanges, customers are responsible for:
- the cost of returning the original item; and
- the cost of postage for the replacement item.
We reserve the right to request payment of additional postage costs before dispatching the replacement item.
Exchanges are generally dispatched within 14 working days of receiving the returned item.
If the requested replacement item is unavailable, a refund will be offered instead.
Refunds
Refunds for returned items will be processed within 14 days of:
- receiving the returned goods; or
- receiving satisfactory evidence that the goods have been returned,
whichever is earlier.
Refunds will be made using the same payment method used for the original purchase.
Unless the item is faulty, damaged or incorrectly supplied, original shipping charges are non-refundable.
Where an entire order is faulty, incorrectly supplied or cannot be fulfilled due to an error on our part, any original shipping charges paid will also be refunded.
Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality.
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at support@sheldrickwildlifetrust.org, quoting your order number and providing photographs where appropriate.
We will investigate the issue and, where appropriate, provide a replacement, repair or refund in accordance with your statutory rights.
Reasonable return postage costs for faulty or incorrect items will be reimbursed.
Lost or Undelivered Orders
If your order has not been received, please notify us within 28 days of receiving your dispatch confirmation email so that we can investigate the matter with the delivery provider.
International Orders
Customers are responsible for any customs duties, taxes, VAT, handling fees or other import charges imposed by their destination country.
If an order is refused, abandoned or returned to us because customs duties, taxes or other import charges have not been paid, we reserve the right to deduct any return shipping costs, customs charges, carrier fees and associated expenses from any refund due.
Need Help?
If you have any questions regarding returns, exchanges or refunds, please contact us using the form below.
Further information regarding the purchase and sale of goods can be found in our Terms of Service.