Returning an item
If you are not completely satisfied with your purchase, under our “goodwill” returns policy you may return the item or items to us within 21 days. For items bought between the 1st and 25th of December, we extend our returns period so that they may be returned up until the 20th January. This applies to both refund and exchange requests. Goods must be received in accordance with our terms and conditions (below).
Unfortunately we cannot accept returns if the labels or tags have been removed from the items, so we recommend that you try on your new garments before removing the labels.
Please complete the Customer Returns Document on the reverse side of your order invoice when you return your items. For your convenience, we include a returns address label to attach to your parcel when returning. If not, or if this has been replace, our returns address is:
Returns Department
Charles Hobson of Easingwold Ltd.
Spring Street
Easingwold
York
YO61 3BJ
We are happy to receive items back in the same packaging we sent them in, if still in adequate condition. Otherwise, please parcel your item into any appropriately sized box/bag. Please note that we are not able to cover the cost of the return, and it is down to the customer to use their preferred courier to get items back to us. We recommend using a service that is tracked and ensures we sign for goods upon receipt of them, as we cannot accept any responsibility for items lost on their way back to us. This, however, is optional and left to the customer’s best discretion.
Click here for a downloadable version of our returns form
Please note that you have a statutory duty to take care of items whilst in your possession. Returns will only be accepted where:
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- All items are in their original condition complete with all labels & tags.
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- You have taken due care of items whilst in your possession: Please do not remove labels when trying on items of clothing. Please ensure that you are not wearing a perfume, aftershave or a deodorant which may leave a scent or mark on the item. Do not try on or store in an area where any other odours, such as cigarette smoke or cooking, may be absorbed. Please check for any pet hairs that may have become attached to the garment, and avoided any decorative wrapping paper in which glitter may transfer to the material. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
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- Some items cannot be returned for hygiene reasons: hats, underwear and socks.
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- In addition, items altered in any way to your specification are non-returnable. For example if you have asked us to take in the waist band on a pair of jeans for you, we will be unable to accept this return.
We reserve the right not to refund your items (or only offer a partial refund) if our terms are not followed, and you may be asked to cover the cost of postage back to you where necessary. This “goodwill” refund does not affect your legal rights under the Distance Selling Regulations or your statutory rights under other legislation.
Please ensure that all parcels are completely secure.
Any refund does not include the cost of any delivery charge going out, or coming back for the return of goods.
Any package lost or damaged in transit, (Charles Hobson of Easingwold LTD) will not be held responsible for.
For your peace of mind, We recommend you to use a delivery service that ensures that we sign for the goods on their return.
Refund Timescales
After satisfactory inspection of your return we will issue a refund for the goods. Refund timescales may vary so please allow 14 working days for the refund to appear on your credit card or bank statement.
Exchanges
If you would like to exchange an item, please return the item to us as above, and specify on the returns form the size you require. If we have sufficient stock, we will process your exchange and will dispatch the new item out to you via our free delivery service (up to ten working days). If you would like an exchanged item to arrive with you quicker than this, please get in touch and we may be able to upgrade your delivery to a next-working-day service for a fee of £6.99. Otherwise, you are more than welcome to place a separate order for your desired product, and then request a refund for your returned one instead to cut down on the turnaround time.
If we do not have stock of the size you have requested, you will be notified and will receive a full refund instead.
Please bear in mind that we can only perform exchanges for different sizes of the same product. We are not able to supply you with a different item, or an alternate colour, as an exchange.
Please note that any prices changes will not be reflected in your exchange, however – due to our invoicing system – an item may show a different cost on your exchange invoice to that which you initially paid. This will only apply if the item has changed price since the time of purchase, and we can clarify that no further charge will have been applied.
Faulty Item
If the item you received is faulty, you are entitled to a full refund if you return it to us within 30 days of receipt of the item.
Please contact us at team@charleshobson.co.uk or on 01347 821545 to explain the situation, and if we can establish that a fault or mistake has been made, we will then send out a pre-paid returns bag for you to post the garment back to us free of charge. Please include your completed returns form with your item, specifying your order number and a brief summary of the fault. We will then examine the item and once we have established that there is a manufacturing fault we will refund you via the original method of payment, or offer a replacement where possible. In some cases this may take longer than our usual refund time of within 14 days depending on the brand and the fault.
Items that develop a problem beyond 30 days may still be covered under the manufacturer’s warranty, however returns to us after this point must come at the customer’s expense. Once returned to us, we will liaise with the manufacturers regarding how best to rectify the situation on an individual basis, however in the vast majority of cases a repair, replacement, or refund will still be offered.
Our returns address is:
Returns Department
Charles Hobson of Easingwold Ltd.
Spring Street
Easingwold
York
YO61 3BJ
We reserve the right to refuse a refund including postage if the item is deemed not to be faulty.
Cancelling an order
In accordance with the Distance Selling Regulations you have the right to cancel your order within 7 days of placing your order. Should you wish to change or cancel your order before it is dispatched please contact us as soon as possible. If we have not yet dispatched your order, we will cancel and refund it. If you have received your order and would like to change an item or get a refund, simply follow our returns instructions which can be found above.