Welcome to Yes Please! (in this document referred to as ‘we’, ‘us’ or ‘our’).
Our Returns Policy must be read in conjunction with our Terms and Conditions. We also reserve the right to change both the Terms and Conditions and Returns Policy at any time.
It is important that you check your order or items upon receipt and any errors or issues need to be reported to us as promptly as possible.
Before attempting to return an order you will need to contact our customer service team by emailing email@example.com or calling 01476 589859 to request a returns authorisation number and free returns label. Without this number it can be difficult to process your return, meaning the process could take significantly longer.
Our Returns Policy does not affect your statutory rights.
Right to Cancel
You have the right to cancel this contract within 14 days (of receipt of the goods) without giving reason, in accordance with the Distance Selling laws, set out by The Office of Fair Trading.
Yes Please! also retain the right to cancel the contract or order and refund any monies owned prior to dispatch.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier indicated that you acquire physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement via phone, postal mail or email.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you, the customer. Unnecessary handling will be determined by Yes Please!
We will make the reimbursement without undue delay and not later than 7 days after the day we receive back from you any goods supplied. If there were no goods supplied, reimbursement will be made not later than 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed an alternative. In any event, you will not incur any fees as a result of the reimbursement. In the event of a cancellation of the contract, you will have to bear the cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to picking and packing your order, however mistakes can be made from time to time. As part of our objectives we will do our upmost to resolve your query with speed and minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
If an item is personalised or specifically made to order it cannot be returned or refunded unless it is deemed to be faulty. Yes Please! will determine whether a product is faulty.
What should I do if my item is damaged?
Although we check goods for damage prior to dispatch, it is possible that problems may arise during transit. In this rare circumstance, we ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal could result in a delay of the parcel being returned to Yes Please! and instigating a refund or exchange.
You can contact us through firstname.lastname@example.org or calling 01476 589859. Please attach any pictures you have of the damage to the email message. A member of our team will review the details and offer the best resolution to resolve your query as quickly as possible.
How do I arrange a return?
Please contact our Customer Service team on email@example.com or calling 01476 589859 to arrange your return and free returns label.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a return’s authorisation number and all the necessary information and labels to arrange the return.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will offer an exchange for an alternative item, or a credit note to the original value excluding postage.
Will you refund my postage costs to return an item?
Once a return’s authorisation number has been created, we will email through the relevant pre-paid postage labels for the return of the items. We will cover the return cost if we sent you the wrong item, we have sent a damaged or faulty item or where you are returning a substitute/exchanged item which you do not wish to keep
We will not refund postage costs to return items which are unwanted or no longer required and exceed the 14 day right to cancel, in accordance with the Distance Selling laws, set out by The Office of Fair Trading. These costs will need to be covered by you, the customer and we recommend using a delivery service that insures you for the value of the goods and is tracked and signed for upon receipt. You, the customer, are responsible for the goods until they are signed for or received at the Yes Please! premises.
We aim to provide a perfect service, but if you are not satisfied with the way in which we have handled the return or replacement of your good then we want to hear about it. We strive to constantly improve every aspect of our service and take your feedback onboard. To complain about please write to us at Yes Please, Creative House, Unit 7 Alma Park Road, Grantham, Lincolnshire, NG31 9SE