Delivery & Refunds
Dick Winters Delivery
Delivery charges are as follows by our preferred carrier Royal Mail:
Standard Delivery – First class recorded and signed for delivery (2-3 working days) £5
Express – (order by 12pm GMT) £10 by Royal Mail Special, recorded and signed for – next day delivery
Standard Delivery – Royal Mail International – Signed for delivery (5-7 working days) £10
Express Delivery – Royal Mail International Express – Signed for delivery – 2-3 days (order before 12pm GMT) £15
Rest of World
Royal Mail International/Airmail – Up to 10 working days
All orders placed are tracked for peace of mind and a signature will be required upon delivery.
Should you reside outside the EU, please be aware that local customs or import duties may be charged when your parcel reaches your destination. Recipients outside the EU will be responsible for any import duties, clearance fees and any other additional charges.
Returns & Exchanges
Customer satisfaction is our top priority, so please do contact us if you have any questions or issues with making or returning an order.
We have extended our returns policy for all items purchased as Christmas gifts until 13th January 2014.
Because of the nature of our garments, we are only able to accept returns of underwear that are completely unworn. We will happily accept returns only if the garments are in their original condition with box and tags intact, and have not been tried on. In the extremely rare case of a defect in the product, we will of course endeavour to provide a replacement as soon as possible.
How to Make a Return
At Dick Winters, customer satisfaction is of utmost importance to us. If you are not happy with your goods we will offer a refund or exchange (if stock is available) on any unworn/unused goods (faulty or otherwise) within 14 days of dispatch.
It is essential that you return the goods to us in an unworn, mint and otherwise re-saleable condition. Indeed, items must be returned within their original packaging with their labels intact. The date your items were dispatched by us will be detailed in the Shipment Confirmation email sent to your nominated email address on dispatch.
Please send any returns to Dick Winters, Caledonia House, 89 Seaward Street, Glasgow, G41 1HJ. We simply ask that you contact us as set out below in relation to any such returns. We also ask that you wrap your items safely and securely to avoid damage on the return back to Dick Winters Ltd.
We request that all goods are returned within 14 days of the date of your purchase of the goods and we will make refunds to you in accordance with these terms within 14 days of the date of our receipt of the returned goods, allowing for product inspection on receipt. In the event of any failure to return any goods to us which have been validly cancelled, we shall have the right to charge any costs of recovery of the goods.
All accurately returned products will be credited to the original purchasers credit card including sales taxes for all EU country shipments excluding packaging and shipping charges. Refunds of international customs duties and sales taxes are excluded on shipments outside the European Community (EU).
If the items you return are faulty then we will bear the cost of their return (please note, this does not affect your statutory rights) and if you require an exchange on a faulty item, then provided we have stock available we will provide a replacement, and you will not be charged again for delivery of the replacement item.
If the items you return to us are not faulty you will bear the cost of returning the items (such as postage). We recommend you pay to return your package by courier, recorded or special delivery service. It is advisable to obtain a proof of posting certificate if using the Post Office and arrange the necessary compensatory cover for the items.
We cannot be held responsible for returned orders lost in transit. We recommend that you send your return back to us by registered post and retain proof of posting. We reserve the right not to issue a refund or exchange if you do not follow this policy.
The returns form on our website (link below) must be downloaded, completed in full and accompany the item(s) you wish to return. Failure to do so will prevent us from processing any refunds or exchanges.
For further information or assistance you can email us at firstname.lastname@example.org