Order & Returns Information
FREE RETURNS WITH HERMES PICK UP (UK MAINLAND ONLY)
Derby House is proud to offer a new hassle free returns service using Hermes Pick Up. This allows you to drop your parcel off at selected stores nationwide and let Hermes do the rest for you. To take advantage of this free service please refer to your returns label included in your parcel and follow the instructions.
- Complete your returns note, stating your reason for return and your preference of either a refund or replacement. Please put this note into your returning parcel.
- State your order number on the label, peel off and attach it to your parcel, ensuring that any old labels are removed or covered.
- Drop your return off at the most convenient Hermes location.
If you have included your mobile number when registering with Derby House, you will be kept updated of the whereabouts of your parcel and Hermes will provide notification when the return has been received back into our warehouse with a time, date and signature.
Please make a note of the parcel number situated on the right hand side of the returns label as Derby House are unable to track any returned parcels without this reference.
NO RETURNS LABEL
That is not a problem, please call or email our helpful Customer Services team who will complete your request online for you. You will receive an email from us with your unique parcel label and tracking number; simply print and attach to the parcel, then drop it off at a collection point of your choice at your convenience.
For more details or to book your return package please call our Customer Services team on 0800 130 3535 or email us at firstname.lastname@example.org.
Alternatively you can post the return item back to us using a postal/courier service of your choice. However, by using this method you will be responsible for the cost of returning the item for refund or exchange unless your item is faulty. Where possible, we recommend that you obtain proof of postage and send any returns to ourselves by recorded delivery for security purposes. Please note that Derby House cannot be held responsible for any returned items until they arrive at our returns address and have been signed for by a member of our team.
CANCEL OR CHANGE AN ORDER
Until your order has entered the despatch process, you may cancel or amend your order without additional charge. If you wish to change or cancel your order, please telephone our Customer Services team on 0800 130 3535, our lines are open 8.30am - 7.00pm Monday to Friday and Saturday 9.30am - 4.00pm.
Once your item/s have entered the despatch process or have been delivered to your address, we cannot amend or authorise any changes to the order information, however, you may still return your order for a refund or exchange using our free DPD returns service. This must be within a 14 day period from receipt of your item.
EXCHANGE AN ITEM
If you wish to exchange your item for another product from our range, different size fitting or other reason, you can do so within 14 days of receipt of the item. The item should be in perfect condition and complete with the original packaging. Please see Returns Procedure for details on sending your item back to Derby House. On receipt of your item for exchange, your replacement item will be despatched back to you, the timescale for which will be dependent on available stock.
If you have any questions on exchanging your item please call us on 0800 130 3535.
In the unlikely event that you receive a faulty item, please contact our Returns Team by telephone on 0800 130 3535 or email Returns@derbyhouse.co.uk before returning the item, our returns Department will advise on the most appropriate method in which the return can be dealt with. Please note any product that has been repaired or modified will be exempt from being returned, the item must be returned in the original condition.
We hope you are pleased with your purchase, however, should you wish to return anything bought from Derby House, we will be happy to either refund or exchange a product provided it is returned in a fully re-saleable condition and return to us within 14 days. The item should be in perfect condition and complete with the original packaging. We will be happy to exchange the item for an alternative of your choice, or provide reimbursement for the original price paid. This does not affect your statutory rights.
To return your item;
- Re-seal the items in appropriate wrapping, complete with original packing/box and tags on the items.
- Complete and detach the returns note which can be found at the bottom of your invoice ensuring you state your reason for return and request either a refund or an exchange. If you do not have your returns note, please enclose a covering letter providing your address details, contact number and request for refund or exchange.
- Ensure you enclose the returns note (or letter) in your packaged item for return.
- Send the item back to Derby House by our free Hermes returns service or alternatively via a method arranged by yourself. We recommend that you obtain proof of posting as we cannot accept responsibility for the return should it get lost in transit.
Please be aware that if we receive an item back and it is not in a re-saleable condition, including damage to shoe boxes for example, we will be unable to accept the return for either a refund or replacement and the item will be returned to yourself.
Returning an item for a refund or replacement can take between 2 - 5 working days to be processed once the goods have been received back into the Returns Department.
If you wish to return an item please complete the returns note on your invoice, include it in your parcel and post it to;
Newtyle Trading Company Limited T/A Derby House
Sutton On Forest
HYGIENE REGULATIONS - IMPORTANT
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974).
If we should receive an item back for inspection that is not compliant with the Health and Safety regulations, our returns team will be unable to examine the product and it will be returned back to the customer.
Products are guaranteed for 12 months with a manufacturers guarantee, valid from the date of receipt and providing they are used in accordance with the manufacturers recommendations (fair wear and tear). If you have any questions regarding the guarantee, please ask your Derby House sales consultant when making your order. In the event of any dispute or uncertainty about the validity of the item for replacement or refund under the guarantee, Derby House reserve the right to return the item to the manufacturer for their own assessment and feedback. Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact Derby House.