Can I cancel or amend my order?
If you wish to cancel your order, please inform us in writing by emailing info@godwitsbags ensuring you quote your Order Number in all correspondence. Providing it hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once it’s dispatched you’ll need to wait for it to arrive and then you can return for a refund – see ‘How do I return a product?’
Unfortunately, we can’t amend your order once it’s been placed (e.g. change the colour or add another pack). If you change your mind, you’ll need to cancel your order and place another one.
I’ve received the wrong product in my order.
We apologise if you’ve received the wrong product. Please send us an email, quoting your Order Number to email@example.com or return the product to us for a refund, see ‘How do I return a product?’ above.
I’ve received a faulty item
We’re really sorry that this has happened, and we want you to be fully satisfied with your Godwit`s Bags product. If you would like to report delivery of a faulty item, please click here to be taken to our Warranty page.
Alternatively, please send us an email, quoting your Order Number to firstname.lastname@example.org. If sending an email, please describe the issue and if possible attach a photo of the fault. To return the product please go to ‘How do I return a product?’ above.
What is your policy on returns?
We want all of our customers to be 100% happy with their purchase. If you need to return an unused item to us, you can do so within 30 days of receiving it. The returned items must be returned unused and with all original packaging, tags & labels.
Note – we won’t issue a refund for products customised to your requirements (unless they are faulty) nor if the product has been used, damaged or tampered with. This does not affect your statutory rights.
Do you refund delivery charges?
If you cancel your order within the 7 day cooling off period under the Distance Selling Regulations, or if you are returning a faulty product or a product sent to you in substitution or error, we will refund any standard delivery charges that you paid, but not any charges for enhanced delivery services such as Timed next day. If you return a product in any other circumstances, we don’t refund delivery charges.
Do I have to pay for returning a product?
You are responsible for paying for returns, unless there has been an error on our part or because the product is faulty, then we will cover reasonable postage costs which you incur in returning the item on receipt of evidence of these costs.
Will you inform me once you’ve received my returned product(s)?
Yes, we will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.
How quickly will my refund show on my account?
We aim to process all refunds within 5 working days, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account.
Can my refund be processed to a different card or account?
Unfortunately, we can only process refunds via your original payment method, with the following exceptions:
- If the card used for payment has expired
- The account that you made payment from no longer exists