Returns & Refunds Policy

Our Returns Policy

We will be happy to offer a refund where there is a faulty item or when notified of cancellation, providing the item is unused and still sealed. This has to be done within 7 days of confirmation of your order. We unfortunately don't offer exchanges, or refund for dissatisfaction of a product. Refunds will go onto the card used when you made your purchase. We are not able to refund any postage charges.

You have a right to cancel your order within 7 working days of receiving your purchase. This seven day period begins the day after you receive the item(s) from us. Please notify us in writing within 7 days that you wish to cancel and return your unused order and that you intend to return the item(s), and we will be happy to offer you a full refund, including your original delivery charge. We cannot accept or provide refunds for items that have been used.

How to return something

You can return an item as long as you have not used the product. The product needs to be sealed and unused.

Please always include a letter giving your name, address, customer number if possible, email address and daytime telephone number, plus a note of what you are returning and why.

Make sure your items are securely wrapped and send your return to:

Returns Department, Aigelle, 1 Prospect Road, March, PE15 8EJ.

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Faulty items

We are always very disappointed on the rare occasion our customers receive a faulty product. Because everything is made to order, the utmost care is taken with making every product for our customers, but sadly these things can happen, even if only occasionally. If you have identified the fault within 30 days of purchase, please contact us, and let us know the details of the fault. We can then let you know whether to return it or not and make sure other items are not affected. We will ask you to email us a photograph of the fault as it's easier for you than posting it back to us. We will refund any standard second class postage on a faulty item. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Returns

Once your parcel has been received by our team it can take up to 7 working days to fulfil your request. Returns are dealt with in the order in which they are received. When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take four to five days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 7 working days, please contact us on our contact us page or email us on Hello@aigelle.co.uk, so we can investigate.