Returns & Exchanges

How to cancel an order

If you change your mind about an order please e-mail us at info@scarlettsbowtique.co.uk quoting your order number. Please note, we can only cancel an order and give you a full refund immediately if the item has not been dispatched - if the item has been dispatched please follow our returns process below. We will confirm your cancellation with an e-mail, if the item has already been dispatched please follow our returns policy. 

Returns 

Once your item/s are received please check they are correct and report any faults to us via email within 24 hours of receipt. You must keep the invoice which would be included with your items and you must keep all original packaging in order for us to help with the investigation. Any faults reported to us after the amount of time stated above and without the relevant information required to fully investigate the fault will be  at the discretion of management. Without the relevant documents and packaging faults with order are null and void.  

If for any reason you wish to return an item/s for a refund or exchange please contact us via email. 

If you wish to return to return an item/s you must do so within 14 days of receipt of your item/s. Please ensure you enclose the original receipt.

If you wish to return sale items you must do so within 7 days of receipt of your items. Sale items are eligible for exchange only or credit voucher only.

Items returned to us after 14 days will not be refunded or exchanged.

Shipping and handling charges are not refundable. If you return a product that was part of a free or discounted delivery offer, but keep other products which ordered on their own would have attracted a full delivery charge, we will deduct the expected postage from the refund. 

If a purchase includes a free gift, which is not included in the returned item(s), the cost of the gift will be deducted from the refund.

If delivery was free due to the value of the order and the returned items bring the value of the order below the free delivery threshold, the cost of delivery will be deducted from the refund.

You are entirely responsible for the safe and timely return of your items to us, including any postage costs, insurance, Customs & Duty charges for international returns, etc. 

We do not take responsibility for any additional charges; loss or delays in this process unless we have arranged to have your return collected using our own couriers.

The cost of returning items to us will only be refunded to you in the case of damaged, faulty or incorrectly supplied items. 

Payment Plan Returns 

Items purchased using our payment plan scheme are eligible for exchange only.

International Returns

CUSTOMS & DUTY

To avoid incorrect Customs & Duty charges when your return arrives in the UK, you must mark your parcel as: "RETURNED UNWANTED GB MERCHANDISE"

PLEASE DO NOT USE FEDEX FOR YOUR RETURN

Fedex automatically charge customs and duty on every parcel returned to us which. This charge will automatically be deducted from your refund. 

To return goods please follow this procedure: 

1) You must email us with return /exchange details. Please do not ring.

2) Invoice or copy should be in the parcel.

3) All labels, tags and packing are still attached and intact.

4) The item has not been worn and is in original condition.

5) That you pack it neatly and securely for posting. If this is not done so, a £5.00 steaming and pressing charge will incur for each item.

6) Return postage is the customer’s responsibility.

7) Reason for return written inside parcel - either too big/too small - wrong size - faulty etc.

8) When we receive the item we will credit within 14 working days of receipt.

9) Swimwear items cannot be returned due to their nature.

 

Faulty Items

We take a great deal of care to quality-check all items thoroughly before they are dispatched, but please check your items carefully on delivery for any damage/faults and return them within the above returns periods for a refund, store credit or replacement.

All items returned as 'faulty' will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy.

The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 14 days.

We can only accept Sale or Promotional items for exchange or gift certificate only if returned within a 7 day period.

This does not affect your statutory rights. 

Returning an item back to us

Please ensure item is returned to us via a traceable service such as 'insured recorded signed for' option as it is the CUSTOMERS RESPONSIBILITY to ensure the return reaches us in the condition it was received as stated above. We will not be held responsible for items that are lost in transit.

Returns:

Scarlett's Bowtique Limited
3 Wellfield Court
Wellfield Road
Roath
Cardiff
CF24 3PB

Please ensure all postage costs have been covered by you as we will not accept any parcels returned without the postage costs being paid.


How long will my refund/exchange take?

Once a returned item is received and we have checked that it meets the above criteria the refund/exchange will process within 14 working days via original payment method. If exchanging item for a different size or different item an additional postal cost will incurred. 

Stock Availability

We will always try to fulfil orders, but our only responsibility to you where a product is no longer available, or if we are unable to supply a particular product for whatever reason, is to make sure we do not charge you for the product.
All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
If it happens that an item sells out we will take it off the website at the earliest opportunity and it may not be made available again.
If items that you order should be out of stock/delayed for any reason, we will try to contact you at the e-mail address you provided when placing your order to make you aware.
If we cannot contact you or receive no response, we will continue to process the remaining items on your order.
 If there is an item on our website, but you cannot find your size - please email us at info@scarlettsbowtique.co.uk and we will be happy to help or have it ordered in for you if possible. 

All items are subject to availability.

Discounts & Coupons

Please join our mailing list to receive information about offers, discounts and coupons. Only one offer can be used at a time. 

More information?

If you need more information about our products and services please e-mail us at info@scarlettsbowtique.co.uk and we will get back to you as soon as we can.
 

Pre-Order Items

We provide an excellent service where by you are able to pre order the items before they arrive into store - this ensures you get your sizes and sets before they sell out or your size is no longer available. 
 Buying an item which states pre-order means you agree to enter into a buying contract where by you must pay for the item and await receipt of it being delivered to you as soon as it hits our store.
 Want to preorder items on a payment plan to help spread the cost? Enter code PREORDER at the checkout to pay a 25% deposit now and pay the rest over 8 weekly payments. Please note payment plan purchases are eligible for exchange only.
If you order items that are preorder and pay in full at the time of purchasing you are eligible for a full refund if the item is not suitable. 
 If you cancel pre-order items before the contact is complete and paid for, the items you cancel will incur a 25% re-stocking fee per item.
You can order pre-order items and enter into our payment plans - please see section 'Payment Plan'.
 

Price

We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a sale price, no price adjustment will be offered should the item be further reduced.

 Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

 Payment

 We accept payment via paypal and also all major visa, debit and credit cards. When in your shopping cart mode if paying via visa, debit, or credit card mode click on the 'pay via paypal' link and it will give you the option to pay via also.

Please note we will only dispatch orders to the billing address of the card – We will not under any circumstances send to an alternative address – Any orders with alternative delivery will be cancelled and refunded!! 
We will not process orders to UK addresses that have been processed with international cards.

 

Payment plan

At Scarlett's Bowtique you can enter into a payment plan by paying a deposit of 25% of your total order. The remaining balance is requested to be paid weekly over the following 8 weeks.
Minimum spend to enter a payment plan is £50.
To enter into a payment plan please enter code PAYMENTPLAN at the checkout.
Please make payment via paypal info@scarlettsbowtique.co.uk and put a note what you are paying off. You can also call the shop on 02920 190817 and pay via card. By entering this code you accept that this is a legally binding contract between yourself and Scarlett's Bowtique Limited and therefore agree to the terms & conditions of our payment plans. 
As soon as items are paid in full they will be dispatched to your shipping address as per your order.
Items cannot be swapped or cancelled. (Any items cancelled from your payment plan prior to full payment will incur a re-stocking fee of 25% per item. Any remaining items left on your plan you will be liable to pay in full due to default on your plans terms & conditions) . 
If we have had no further payments and no correspondence from you after 8 weeks the items will go back into stock and a 25% re-stocking fee will be charged.
Items returned to us from your payment plan will be eligible for exchange only.
PLEASE NOTE: Sale items are NOT eligible to be entered into a payment plan.