EXCHANGES

If you have purchased a stock/non-bespoke item, this may be exchanged for a different size. In the instance that it is more expensive, the difference will need to be paid before the new item is posted to you. In the case where money is owed then this will be refunded upon receipt of the item. New postage cost will still apply, a discretionary discount may be applied but will be advised at point of return.

The cost of the return is at the customer’s own expense. Only the cost of the item(s) will be refunded. We are unable to refund any postage costs incurred. We would recommend that you return any items by recorded delivery and obtain proof of postage as items lost in the post cannot be refunded or exchanged. If you require a different size, please email with details of the size you require. You will be contacted before the new item is sent out.

RETURNS PROCEDURE

Refunds will only be given for stock/non-bespoke items returned in their original unused condition and returned within 28 days. We aim to process refunds within 24 hours of receiving the item back. Refunds will be made via the original payment method. The cost of the return postage is at the customer’s own expense. Only the cost of the item(s) will be refunded. We are unable to refund any postage costs incurred. We would recommend that you return any items by recorded delivery and obtain proof of postage as items lost in post cannot be refunded or exchanged. Please get in contact before returning items to receive written confirmation of the return.

If any item(s) arrive damaged, you must inform us on the day of delivery. We will ask for photographs and details of the damaged item(s) so we can raise a complaint with the relevant delivery service. We will then ask for the damaged item(s) to be returned but please do not return any items until you receive written confirmation to do so. Where possible a replacement item will be supplied. If this is not possible a full refund will be given.

Please note that bespoke or made to order items are non-returnable, unless the item is faulty, or the personalisation is incorrect due to an error by Not So Scruffy.

ALTERATIONS and REPAIRS

Some repairs and alterations may be undertaken but please get in contact before sending. At this point we will be able to tell you if the work is possible and give you a quote. Items being returned for repair/alteration are sent at the customer’s own expense. The return postage will be added to the cost of the repair/alteration. Please make sure you send the item with tracking as Not So Scruffy cannot be liable for any lost items. Please ensure items are clean and washed before sending them. Any items not clean will incur an addition cost of £5 for washing.

Please return goods to:
 
Not So Scruffy
5 Ronald Close
Beckenham
BR3 3HX