Exchanges & Refunds
As regular on line shopper ourselves, we know that returns and exchanges, and the possible hassle associated with them, can be a worry, and we do not want anyone of our customers to worry.
In addition to your statutory rights for cancellation and returns which are shown on our terms page, You can return an order within 30 days for a full refund or exchange. For the Christmas period we change our policy so that any goods bought from the 1st October, can be returned up until the middle of January. If you have any special requirements on returns or exchanges, please let us know before you buy as we can make special arrangements in most circumstances.
All goods we sell have a 1 year guarantee, for our own products we take a case by case view on things.
If you need to return an order for a refund or exchange, please could you return any items as sent out.
- For Bags- please can you replace the stuffing as it came out, this will help the bag keeps its shape, re wrapped in the bubble wrap, including the plastic bag, with tags attached as received and the protective dust bag, please keep the dustbag folded as it arrived. The goods must also be undamaged. Please be careful with handles, as these placed on the outside can cause the leather of the bag to be dented.
- For nightwear- please can you repack the item as it arrived in the undamaged original outer plastic bag and with the tags still attached.
With all orders, please return the paperwork sent out, or quote the order number as without this we will be unable to trace your order. If you would like to swap for another item, please can you write this on the paperwork detailing what you would like to swap for. If you would like to swap but are concerned if we have the stock, please let us know, if needed we can put an item by for you while the one you are returning journeys back to us.
We are really sorry to have to say this, but due to experience we have to. Any items that arrive back used and or damaged will not be eligible for a refund, any clothing returned covered in pet or other hairs will not be eligible for a full refund. It sounds mad, but the state of some of the items we receive back is astounding and have to be thrown away, or washed and given to charity, as ever the few ruin things for the many and we have to put notes of this nature here. In these cases the cost of the return postage will also be retained from any refund.
If you have any problems with anything return related, please let us know before returning the item, and we will try and work with you to solve the problem.
Please click below to generate a pre paid return label, for UK sales only:
If you enter your details, and download the label, you can either print it off, or, if you do not have a printer, you can take the download on a smartphone or tablet to a Post Office and they will print the label off for you.
Sorry, a legal bit:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which cover catalogues and on line sales, the customer is responsible for the return of the item, and the vendor can withhold lost funds, if the item is not returned in an adequate manner.
As long as these conditions are met, we will happily offer a full refund or exchange for the returned item.
Exchanges and refunds are usually made, the same day that we receive the item back. We will email you to confirm what is going on. A refund may take a little longer to appear on your bank statement from actual date of refund dependent upon your financial institution.
This does not affect your statutory rights under UK and EU Law.
Below are our return addresses, we do not have premises outside of the UK, but we do employ returns companies to keep the cost down for our overseas customers:
Primo Sacchi- Returns
Unit 3, 2 Livingstone Street
UKP Care Of ITS Primo Sacchi
3390 Rand Rd STE D,
Shiphero - EZI - - Primo Sacchi
5900 14th Avenue
For overseas customers please contact us and we will send you a pre-paid label to return items to the relevant address above.
If you have any queries at all, please do not hesitate to let us know, and we will do all we can to help. You can contact us HERE.
All the best and stay safe
Paul and Ange