EXCHANGES & RETURNS
OUR CHRISTMAS EXCHANGE & RETURNS POLICY
As customer satisfaction and peace of mind are very important to us we have decided to EXTEND our exchange/returns policy for Christmas Gifts ordered before the big day, starting on Wednesday 1st November 2017.
Our 14 Day Returns Policy will start on Christmas Day (25/12/2017) rather than from the date of purchase, this means that you have until Sunday 7th January 2018 for us to receive back any items purchased as Christmas gifts.
Please see below for details of our returns policy - and please remember not to remove any labels/barcodes or tags attached to the items or dispose of packaging until you are sure you are keeping the garment.
Any item(s) can be returned for an exchange, if it qualifies under the following terms:
- The item(s) must be unworn and in unsoiled condition, complete with all attached labels/tags/barcodes, the original packaging and the invoice enclosed from the original order.
- All items will be checked on receipt by our QC department. Additional exceptions to the Returns Policy are: Underwear, Earrings & items sent back with a defined, strong odour such as strong cooking smells, cigarette smoke etc.
- Please note that we advise that ALL returned goods should be sent using the Royal Mail Tracked Returns link on the exchange/returns page. If not, please ensure to use recorded delivery and add the relevant insurance to cover yourselves against non-delivery by your chosen courier.
It couldn’t be easier to return products to us for an exchange or refund. Simply click on the questions below to find any answers to your return queries. If you can’t find the answer you require feel free to contact customer services for further help.
How long do I have to exchange/return an item?
You have 14 days from the date you receive your delivery to return goods from your order for an exchange or refund. We do allow slightly longer to return items for an exchange or credit note. Please note we do not accept any items back after 30 days from the date the order is delivered.
Is there a charge to make a return?
We do not offer free returns, however we do have several ways for you to return your item to us. We have negotiated a very competitive rates with Royal Mail Tracked Returns. This allows us to offer an affordable returns service for all of our customers which includes tracking and insurance.
Are there any products you do not accept back?
We do not accept earrings or underwear back due to health and hygiene regulations. We also do not accept returns on products from Crep Protect due to the usable nature of the items. All returned goods are subject to stringent checks by our returns department and any garments with a strong defined odour such as tobacco, cooking/food smells, aftershave or deodorant will not be accepted.
How do I request an exchange?
Please include your invoice in the return parcel and simply write on the bottom or reverse of the invoice stating you would like to receive an exchange. We require the product ID number and size you require in the exchange item also writing on the invoice. If you do not have your original order invoice please enclose a note with your name, order number and both the product ID and size in the exchange item(s) you would like. All goods must have original tags attached and returned in the same condition as received. If the item is in a box, such as trainers, we will not accept your return if the box is damaged or has been written on.
How do I request a refund?
Please include your invoice in the return parcel and simply write on the bottom or reverse of the invoice stating you would like to receive a refund. If you do not have your original order invoice please enclose a note with your name, order number and that you require a refund written on it. All goods must have original tags attached and returned in the same condition as received. If the item is in a box, such as trainers, we will not accept your return if the box is damaged or has been written on.
What do I do if my exchange item costs more than my return item?
In the case of a price difference Mainline Menswear will automatically process a refund when this is in the customer’s favour. If the difference requires a payment to Mainline Menswear we require you to state on the invoice/note enclosed in your return parcel ‘I authorise Mainline Menswear to take a payment for the difference in price from my original payment method.’ When your exchange is set up we will then automatically take the difference from the credit/debit card used to make the original payment. If you paid via PayPal we will send a PayPal request via email for the difference outstanding.
How long will my exchange/refund take?
We aim to process all refunds within 24 hours* of the item(s) been received. A refund to a credit/debit card takes between 3-5 working days to show in your account (dependent on your banks processing time). A PayPal or Amazon Pay refund takes 3-6 hours and goes into the PayPal or Amazon Pay account you originally paid with.
We aim to process all exchanged orders within 24 hours of the item(s) been received. Once your exchanged order has been set up you will receive an email confirmation with your new order number and upon dispatch your new tracking number.
*This can take up to 72 hours in sale periods or over weekends.
Do you charge a delivery fee on exchange orders?
We do not charge any delivery on an exchanged order. You will receive a dispatch confirmation email with the new order number and tracking information when your exchange has been processed, this will show there has been no delivery charge.
How do I return the goods to you?
You can return your goods to us using one of the pre-paid labels shown at the bottom of this page. Simply click on your chosen courier and enter the order number and email address as shown on your invoice. This will generate a label for you to print and attach to your return parcel. There is no upfront cost to Royal Mail Tracked Returns, however we do deduct £3.99 from your exchange / return. This is a set price per label used but includes the benefits of full tracking, insurance to cover loss by courier, various drop off points, generous weight allowance and a hassle free reliable service.
How do I return the goods to you if I have no access to a printer?
You can return your items to the address below via your chosen courier.
Mainline Menswear Ltd
Please use a tracked service with the correct insurance, which allows cover for a return order should it go missing in transit.
The item I wish to return is faulty, is the returns process different?
We would still require you to return the item exactly the same as a normal return. The only difference is you will need to write on your invoice the fault with the item and also contact the returns department beforehand. If you are able to email firstname.lastname@example.org and attach any images of the fault this can be logged prior to the returned item arriving. We also ask where possible you use our pre-paid labels to make a faulty return so we are able to waive the £3.99 fee as we do not charge a return fee on any faulty items. Please be aware all faulty items will be assessed by our returns department and in some cases we would need to return the item to the brand for a final decision.