I live in the UK, do I have to pay delivery charges?
No! UK delivery is free of charge!
How will my UK order be delivered?
Your parcel will be delivered straight to your choice of delivery address, via CollectPlus, and your parcel will need to be signed for. If you are not at home, the courier will attempt to deliver to a neighbour and get their signature. If a signature cannot be obtained, a card will be left for you and the courier will keep the package for redelivery. They will attempt to deliver your parcel 3 times. If unsuccessful, your parcel will then be returned to SCARLETT WOODS and your item/s refunded to you, excluding any chargers incurred by us.
Can I track my order?
Yes! When your bag has been dispatched we’ll send you an email with your tracking code. You can use this code to track the progress of your delivery through the CollectPlus website: https://www.collectplus.co.uk/track/new
I live abroad, do I have to pay delivery charges?
International deliveries are a flat rate of £9.99. Delivery times for international shipping can vary significantly, but are generally 3-7 working days following dispatch.
When possible, a tracking number will be given to your parcel, however we are not always able to provide this for some international shipments as foreign postal services may not recognise tracking numbers.
If you have any queries, please don't hesistate to contact us regarding your destination country.
Will I need to pay VAT, taxes or/and customs duty on my order?
Prices on the website are inclusive of UK VAT.
Regarding taxes & customs duties, every country is different and international orders may be subject to them. SCARLETT WOODS is not responsible for customs charges and we advise you to check your local service before ordering. The customer is responsible for providing any information required by customs to ensure the goods are cleared. Please be aware that if the items shipped were returned due to the customer not willing to pay the local taxes/custom duties, the delivery address is wrong or there is no one to accept the package, we are unable to refund shipping charges, custom charges and any return charges incurred by SCARLETT WOODS.
Can my order be sent to a PO box?
Unfortunately, we cannot deliver to PO boxes.
What happens if my bag does not arrive?
All our UK deliveries are posted by CollectPlus & tracked, however in the rare event that your item doesn’t arrive, please email us at email@example.com with your order number, and we will look into the matter for you immediately.
How long do I have to return an item?
You have 28 days to return an item for exchange or a full refund, excluding sale items.
Purchases made from 1st November to 24th December can be returned or exchanged up until 31st January
How do I return an item?
All our products are quality checked thoroughly before being shipped out, however if for any reason you are not happy with your item, please email us at firstname.lastname@example.org within 14 days of receiving it, and we can issue you with a returns form to send back with it for an exchange or full refund. Any item returned must be with all its original packaging, in the condition it was received, and within 28 days of receiving the item. We recommend sending any items back by recorded delivery, as we cannot issue a refund for any items lost in the post. Unless the item is faulty we will not be able to cover return postage costs.
Once we have received the item, we will process your exchange or refund, and any refunds should clear into your account within 7-10 working days.
You must notify us promptly and in any event within 48 hour of receipt of any goods if they appear to be damaged in transit. In those circumstances, you must also keep all packaging as this may be required when making a claim.
Please note: If your item was purchased from an independent stockist, then please contact the independent stockist directly in order to return or exchange the item in line with their policies.
Can I return the item from outside the UK?
If your return is from outside the EU, please make sure you indicate that it is a ‘return’ in your customs documents and that taxes have been paid, as we can't be held responsible for customs taxes incurred due to the mislabelling of the return.