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Exchange & Returns Policy

MAKING A RETURN

 

  • We hope that you will love your order; however if you change your mind you can return any item within 30 days of receipt for a refund or replacement
  • Ensure items are in perfect condition and with the original packaging including the dog tag, gift wrap, accessories, dust bag and labels
  • We reserve the right to reject items outside of our policy and return them to you
  • This returns policy does not affect your UK statutory rights. Please note that we are not able to accept any returns of personalised products unless the item is faulty
  • Hygiene and our customers’ safety is very important to us, for this reason we are also unable to accept the return of pierced jewellery such as earrings unless the item is faulty
  • Goods must be unused and in the original packaging. The delivery charge on the original order is non-refundable.

 

UK FREE RETURNS

Goods must be returned within 30 days for a full refund of your purchase price. Returns are free using the Royal Mail UK returns label found inside the box.

  • ROYAL MAIL RETURNS – Affix the Free Royal Mail UK returns label from your despatch note to your parcel. Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage.
  • COLLECT+ RETURNS ONLY – Affix the Free CollectPlus UK returns label from your despatch note to your parcel. Drop off and obtain a receipt for your parcel at a convenient Collect+ store. To find a store please see our returns section online. This option is only available for orders delivered using Collect+.
  • We will confirm by email when return has been received and email again when your refund or replacement has been processed.

Please note that Click & Collect orders can be returned to stores however this method may delay your returns process, we advise you to follow the returns policy above.

 

UK RETURN

  • If your unwanted goods are damaged or faulty when you receive them, please contact our Customer Care team on +44 (0) 207 741 1055 or at customercare@radley.co.uk who will advise you how to return the product to us as per the below...
  • The unwanted goods being returned must be unused, in their original packaging including dog tag, dust bag and labels. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in the original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to the customer.
  • Unwanted goods must be returned within 30 days for a full refund of your purchase price and delivery charges. Returns are free using the Royal Mail UK returns label found inside the box
  • Proof of purchase - Ordinarily if you have your receipt or delivery note we’ll refund your original method of payment used to purchase
  • Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; or (ii) an exact replacement. If your item is replaced, you will not be charged the additional postage. Please note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.
  • When returning... Please indicate the item(s) you wish to return on your despatch note ticking refund or replacement and selecting the reason for the return by writing the reason code number. Next to your items, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to
  • If you no longer have the pre-paid free returns label please contact our Customer Care team at customercare@radley.co.uk; and we will be happy to email you a printable copy. Once you have obtained a new prepaid label please make sure that you include the following information:
    • Order number
    • Your name and address, including postcode
    • Contact telephone number
    • Email address
  • Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with this note inside the box and affix the free Royal Mail UK or Collect+ returns label. Place the product (unused and in its original packaging including the dog tag, gift wrap, accessories, dust bag and labels) with the despatch note inside the outer packaging and seal securely. Return your item via your selected method below or to our returns address: Radley Website Returns Department. Radley + Co Unit 1 Site B Etheridge Avenue Brinklow Milton Keynes MK10 0BP, United Kingdom.
  • Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage.

    ROYAL MAIL RETURNS – Affix the Free Royal Mail UK returns label from your despatch note to your parcel. Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage. Please ensure you ask for a stamped Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Despatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.

    COLLECT+ RETURNS ONLY – Affix the Free Collect Plus UK returns label from your despatch note to your parcel. Drop off and obtain a receipt for your parcel at a convenient Collect+ store. To find a store please see our returns section online. This option is only available for orders delivered using Collect+.

  • It can take up to 5 days for us to receive your return, depending on which postal service you use.
  • We will contact you by email to let you know that your refund has been processed. All refunds will be made back to the original payment method used to pay for the order. Please note if a gift card was used for partial payment of your order then a gift card refund will be issued to the same value

  • We will let you know by email when your refund has been processed.

  • Please note that refunds can take up to 15 working days to process from receipt by our team

 

IF GOOD BECOME FAULTY OVER TIME

Radley + Co products are made to the highest standards, with rigorous quality control checks made throughout the manufacturing process. Please be aware that leather is a natural product and a level of marking on the hide is to be expected. We consider this an important aspect of each Radley product’s individuality.

Where products do not perform to expected quality standards we offer the following guarantees:

  • Handbags, Small Leather Goods and Umbrellas: 1 year from date of purchase*
  • Luggage Items: 2 years from date of purchase*
  • Wheeled Luggage Items: 5 years from date of purchase*
  • Watches: 2 years from date of purchase. Items not covered by the warranty are batteries, straps and bracelets. Damage caused from accidents or mishandling to any part of the watch, including strap, buckles, bracelets and watch glasses. Water penetration, except in watches marked as water resistant. Tarnishing of the watch case or bracelet caused by external agents.

*Please note that removable items such as dog tags, charms, luggage tags etc are not included in the product guarantee.

This guarantee covers faults caused by manufacturing or the material used. It does not cover normal wear and tear or misuse. If a problem develops with a product during regular use, please contact our Customer Care Team on +44 (0) 207 741 1055, 8am to 8pm, Monday to Friday, 9am - 6pm Saturday and Sunday, or contact us.

INTERNATIONAL RETURNS

  • If your goods are damaged or faulty when you receive them, please contact our Customer Services team. You can contact us here or telephone us on +44 (0) 207 741 1055 from UK or International or 1 855 4368 690 from the USA. Lines are open from Monday to Friday 8am - 5.30pm, and 9am - 6pm Saturday to Sunday (GMT/BST) excluding bank holidays.[3]
  • The goods being returned must be unused, in their original packaging including dog tag, dust bag and labels. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in the original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to the customer.
  • EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price and delivery charge. Unless the goods are being returned due to being faulty or incorrect, the cost of return is non-refundable and Radley reserves the right to arrange collection, in which case the customer will be responsible for the collection charges. If returning the goods due to being faulty or incorrect, please contact us.
  • Non-EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. The delivery charge and cost of returning the goods will only be refunded in the event that the goods have been returned due to being faulty or incorrect, in which case please contact us.
  • Proof of purchase - Ordinarily if you have your receipt or delivery note we’ll refund the original payment method used to purchase.
  • Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; (ii) an exact replacement; or (iii) the same item following repair by us. If your item is replaced or repaired, you will not be charged the additional postage. Please note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.
  • When returning… Please follow the drop off/collection instructions on the label supplied to complete the return. Next to your items, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to.
  • To register your return and create your returns label please visit our returns portal: 🡪 https://radley.returnsunlimited.com/
  • Returns are free from Germany and the USA. Please note that you will need to pay for the return of products to us from other countries.
  • Once you have completed the returns request and paid any shipment charges due, you will need to print the label, (you will also receive this via email). You must affix this label to your parcel.
  • Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with the completed despatch note inside the box and send to: Radley Website Returns Department. Radley + Co Unit 1 Site B Etheridge Avenue Brinklow Milton Keynes MK10 0BP, United Kingdom..
  • For orders outside the UK we strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. Please note that you will need to arrange and pay for the return of products to us. We recommend that you send your International parcel using a delivery service that insures you for the value of the goods. Radley cannot accept responsibility for International parcels lost in transit.
  • It can take up to 14 days for us to receive your return, depending on which postal service you use.
  • We will contact you by email to let you know that your refund has been processed. We will refund the original payment method used to purchase. We will let you know by email when your refund has been processed.
  • Please note that refunds can take up to 15 working days to process from receipt by our team

 

WATCHES RETURNS

My watch is faulty, what do I do?

In the unlikely event of a fault arising under the terms of the guarantee, return the watch directly to Radley Services, where it will receive expert attention and will be returned promptly. Please include with your watch the completed guarantee form, proof of purchase, explain the nature of the fault and ensure you provide your name, address, an email address and phone number so if we need to contact you we can do so quickly.

Our address is:

Radley Watch Services

Peers Hardy

Precision House

Starley Way

Solihull

B37 7GN

We recommend the use of a tracked delivery service such as Royal Mail Recorded delivery.

How do I contact you?

Our contact details for any help or queries you may have are:

Email: radleywatches@peershardy.co.uk

Phone: 0121 524 1400

Monday-Friday, 9am – 5pm (GMT/BST)

Are your watches adjustable, if so where can I have the band made smaller to fit my wrist?

Your Radley watch can be sent to us with the completed wrist gauge to get altered free of charge. Alternatively, you can try your local qualified jewellers or watch makers who should be able to do the alterations for you.

How long is the Radley guarantees valid for?

Your Radley watch is guaranteed against defects of material and manufacture for the period of two years from the date of purchase. This does not affect your statutory rights.

What is covered under the Radley guarantee?

Your timepiece is guaranteed against any defective parts or construction for 2 years from the date of purchase. Your guarantee is only valid if you present your original receipt when returning the watch. The guarantee provides you with the rights which are in addition to the consumer statutory rights and therefore do not limit these statutory rights. A full complete after sales service is also available, after the guarantee expires or if a repair is required that is not covered under guarantee.

What is not covered under the Radley guarantee?

  • The guarantee does not cover the following:
  • Batteries, straps and bracelets.
  • Damage caused from accidents or mishandling to any part of the watch, including strap, buckles, bracelets and watch glasses.
  • Water penetration, except in watches marked as water resistant.
  • Tarnishing of the watch case or bracelet caused by external agents such as perfumes or creams.

Where do I send it for non-guarantee repairs or servicing

At Radley we offer excellent product servicing for watches, these include:

  • Complete movement overhaul
  • Battery replacement
  • Case and glass cleaning
  • Replacement straps, bracelets and charms

The watch will then be guaranteed against defective workmanship or materials for a period of six months in accordance with the exclusive clauses previously stated