Misprinted, Damaged or Defective Items
Any claims for misprinted/damaged/defective items must be submitted to us within 4 weeks after the product has been received. For packages lost in the post, all claims must be submitted no later than 4 weeks after the estimated delivery date.
Each claim will be considered and if the error has been made by us, the items will need to be returned to us in their original form and a replacement or refund will be issued to you.
If the damage has been caused while being delivered, please take photos of the packaging and item and email them to us so we can send you a replacement and attempt to claim back the cost from the courier.
Contact us about any product issues by email at returns@strawberieve.co.uk
The address to send back returns is below.
Wrong Address
If you provide an address that the courier decides hasn’t enough detail or they can’t find, then the parcel will be returned to us.
You will be liable to pay for redelivery costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed Parcels
Parcels that go unclaimed from the courier or Royal Mail are returned to us after a set amount of days. Royal Mail usually keeps unclaimed parcels at their local depots for about 10 days.
If you don’t claim and collect the parcel from a depot, you will be liable for the cost of another attempt at delivery.
Sealed & Hygiene Related Items
Strawberieve does not accept returns of sealed goods – for example, face masks – which are not suitable for return due to health or hygiene reasons.
Underwear, swimming costumes and other obvious health and hygiene items are also not eligible for returns.
By ordering an item which can’t be returned due to hygiene reasons, you agree that you understand they will not be accepted as a return and must be kept or even sold on by you.
Lost Parcels
If your parcel doesn’t arrive by the estimated delivery time we gave you, please wait 2-3 working days and then contact us if you still haven’t received it. Also, try contacting the courier or Royal Mail to let them know it is missing.
If you have a tracking number for your parcel, try contacting the courier or Royal Mail directly as the problem always seems to be solved quicker if we both chase the parcel!
You can notify Royal Mail of a lost parcel on their website here:
https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre
If you haven’t had your parcel or a reply from the courier or Royal Mail within 48 hours of contacting them, let us know and we will chase them again and start a claim for your parcel.
If your parcel is still lost after 14 days from the estimated delivery date and is confirmed lost by Royal Mail then we will send you a replacement at no cost to yourself.
Contact us about any product issues by email at returns@strawberieve.co.uk
Buyer’s Remorse (You’ve Changed Your Mind)
Strawberieve doesn’t accept returns for printed, embroidered or engraved items just because you have changed your mind.
This might sound unreasonable, but it’s because we print and create your products on demand. We don’t stock masses of items in each design, each product is printed especially for you as soon as you purchase it.
This helps us to keep costs low, which we can pass on to you, and it also reduces manufacturing overproduction and helps us to do our part for the planet!
Overproduction increases energy usage, traffic on the roads, pollution and more – we are trying to be as sustainable and eco-friendly as possible, so printing products on demand helps us to do this!
A lot of businesses are now moving towards this way of working to help reduce their own wasteful footprint on the planet.
Personalised Items
By personalised items, we mean a design, text or photograph that has been sent from you to us and then we have printed, engraved or embroidered onto one of our products.
We don’t offer refunds on personalised items as they are personalised for you and as such are unable to be resold or donated to anyone else – making them unusable.
Please consider recycling these items instead of sending them to a landfill – someone might be able to make them into something else!
Some examples of personalised items:
- engraved ID tags,
- personalised keyrings,
- personalised pillows with your dog’s photo on them,
- and mugs with your/your family’s name printed on them.
The legal directive covering the non-return of personalised items:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons.
Wrong Size or Colour
Please take care when ordering personalised, printed, engraved or embroidered items, make sure you order the correct size and colour.
We make everything on demand, so requesting a size or colour exchange would mean creating an entirely new product from scratch.
If we send you the incorrect size or colour by mistake, then let us know and we will send you the correct replacement free of charge.
If you order the wrong colour or size of an item (printed, engraved or embroidered) then a return and refund will not be given.
Other Info
We are really sorry about any inconvenience these policies may cause, but we try to be as sustainable as we can, which means not producing products if we don’t need to and also keep our costs low so we can pass the savings along to you.
Strawberieve reserves the right to refuse returns at our sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Returns Address
Please contact us at returns@strawberieve.co.uk four our returns address.
Contact us about any product issues by email at returns@strawberieve.co.uk
