Exchanges & Returns
We hope you love your purchase, but if for any reason you want to return an item please email us at firstname.lastname@example.org with your information and the reason for your return.
Please make sure to:
- Return item in unworn and in saleable condition with original tags and packaging.
- Send it back to us within 30 days of delivery - we recommend you send it tracked, and retain proof of postage, as we are not liable for any loss in transit.
- Address your return to: Hornby & Jones Returns, 21 Fresson Road, Stevenage, SG1 3QU.
- For international returns, please clearly mark your parcel as 'returned goods' on all customs documents. Any subsequent customs charges will be deducted from your refund.
Once your return is received, we will send you an email to notify you of the outcome of your return. If approved, your refund will be automatically applied to your original payment method within 10 working days. Original shipping costs are non-refundable, and the cost of return postage lies with the customer.
We reserve the right to refuse a refund should the above terms not be met, but of course we hope that never happens and will always aim to work with our customers to reach a positive resolution.
We do not allow returns on made to order or pre-order items. These are made to your specification and size and as such cannot be added back into our stock.
For exchanges, please email us with your exchange request and then return the item as above. We will post your exchange item upon receipt of your original order. The cost of return postage lies with the customer, but for UK customers we will cover the cost of shipping out your exchange item.
We will always strive to thoroughly check every single item we send out, but if for any reason something arrives with you that is not up to standard then please let us know right away. We will do everything we can to make it right, either with a refund or an exchange. For faulty items, Hornby & Jones will cover all return postage costs.
Sale items can be returned to Hornby & Jones provided they are returned to us within five days of the order. All return postage lies with the customers.
A Note on Postage Costs
We suggest you measure your child in order to avoid incurring any return postage costs. We are happy to measure items of stock for you and answer questions before purchase. Please contact us at email@example.com with any questions prior to ordering. However, do be aware that stock is often limited and may sell out while waiting.