Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging where applicable.
All returned items of clothing should be folded neatly, similar to how they were received, and not folded across the design.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We will not issue refunds or replacements in circumstances where items are not received due to customer negligence and the item is not returned to us by the shipping provider. For example, you have entered an incorrect delivery address or have not been able to receive the item and have not collected or rearranged delivery of the item.
Should undelivered items be returned to us, we will refund the cost of the item but not the cost of shipping. We reserve the right to request additional shipping costs from the customer to resend items that were not received.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
If you need to exchange it for a similar item because the item you've received is different from the specifications in the listing or is defective or damaged, we will cover additional postage costs. Otherwise, you will be liable for all additional postage costs.
Send us an email at email@example.com and send your item to: Clumsy Hooves, 74 John Street, Sheffield, South Yorkshire, S2 4QU.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
To return an item, you should mail it to: Clumsy Hooves, 74 John Street, Sheffield, South Yorkshire, S2 4QU.
Except in circumstances specified above, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please request proof of postage from the Post Office when returning goods as we can't guarantee that we will receive your returned item. Most items can be sent UK first or second class, however if the value of the items you are returning is over £70, you should consider using a trackable shipping service. Should returned items go missing, we will only offer refunds or exchanges where proof of postage can be provided and once an investigation by the shipping provider has been completed and the shipping provider has accepted culpability.