We pride ourselves in striving for customer satisfaction. If for any reason you need to return an item, please get in touch through our Contact page or email us at: email@example.com stating your order number.
During the COVID-19 pandemic further restrictions may apply. Please contact us for full details. 01473 404592.
Please note: REQUESTS FOR EXCHANGES AND REFUNDS MUST BE MADE WITHIN 14 DAYS OF PURCHASE. TIMESCALES CAN BE INCREASED IN LIGHT OF COVID-19.
We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
Items will be returned at the customer’s expense; therefore we will only refund you the price of the item(s) and excluding the postage you have paid.
You must obtain proof of postage (signed for/tracked delivery is advised) in case the return package is lost. Failure to do so could cause a delay in processing your refund.
EXCHANGE AND RETURN FEES
Please note that returning an item for a refund or exchange is at the customer’s expense. If you would like to exchange your item, you will also be charged the minimum postage rate for us to send the replacement. Alternatively, you can exchange your item at the Boutique free of charge.
1. Definitions explained.
Reference to “We” and “Us” refers to DJV Boutique (the Company).
Reference to “You” refers to the Buyer of the Items from Us.
“Contract” is the contract, between You and Us for the sale and purchase of Items.
“Items” are products purchased by You from Us, which incorporates these Terms and Conditions.
“Terms” are the Terms and Conditions, which apply.
2.1 The prices of Items stated on our website are the full prices excluding postage charges. Postage and packaging are charged at a flat rate and is calculated at the checkout.
2.2 Enquiries/quotations regarding costs for faster shipping are available upon request. Please contact Us directly at firstname.lastname@example.org for a full quotation.
2.3 All published prices are subject to change at any time without prior notice.
3. Ordering Online
3.1 You warrant to Us that all information provided at the time of committing to Your order, is accurate and complete in all respects at the time of proceeding and that this information relates to You, the person placing the order and not to any third party.
3.2 When an order is made online, the order confirmation issued by the Company clearing the credit/debit card payment does not constitute acceptance of Your order from Us. We reserve the right to check any discrepancies in accordance with the details provided.
3.3 Any error in the ordering process due to technical or other reasons beyond our control, entitles Us to treat the order as being potentially invalid and non-binding.
5.1 All payments for Items, including the cost of packaging and delivery are payable in full before delivery takes place.
5.2 Online payments can be made securely via PayPal, Credit or Debit Cards.
6.1 Once Your order is processed, We will endeavour to dispatch Your item(s) within 2 working days. We will send all Items tracked to be signed for via Royal Mail or another Courier. Please note; it is beyond our control to guarantee exact delivery times.
6.2 You must notify Us promptly and in any event within 48 hours on receipt of any Items if they appear to be damaged in transit. In such circumstances, You must also keep all packaging, as this may be required as proof if We need to make a claim.
6.3 All Item(s) will be securely and safely packed to provide maximum protection during transit. We provide a quality assurance check sheet to maintain our standards and ensure that the item was in good order before sending.
7.1 If You wish to return an item then You should email Us, quoting your order reference at email@example.com and notify Us of the return within 14 days of receiving Your item(s). You should make it clear if You require an exchange or refund for the item at the time of contacting us.
7.2 Any Items returned without prior notice in writing may be liable to not being accepted.
7.3 You must take reasonable care of the item(s) in your possession received from Us and return them in the same condition at the time of receipt. Returned Items must be appropriately packaged to avoid any potential damage. Your item(s) should be sent back to Us within 14 days from the cancellation date. You are responsible for postage costs and You must obtain proof of postage. (recorded/tracked delivery is advised) in case your package is lost. Failure to do so could cause problems in processing your refund.
7.4 Items should be returned in their original packaging to ensure they are adequately protected in transit.
7.5 Items should be returned as new, unused, and with all tags still attached (as applicable). Returns that are damaged or soiled may not be accepted and will only be accepted at the discretion of the Company and charges may apply.
7.6 Subject to receiving the returned item(s) We will issue a refund to You within 14 days from that date. The original shipping cost will be deducted from the total refunded. We also reserve the right to deduct a restocking fee and any other associated costs in relation to the return of the Items (no more than 10% of the original purchase price).
7.7 We will usually issue the refund using your original payment method.
8. Faulty Goods
8.1 Goods are classified as faulty, where there is a manufacturing fault. Please note that Items that are damaged as a result of wear and tear are not considered to be faulty. Any item that appears to be damaged deliberately may be subject to investigation.
8.2 It is also possible to exchange a faulty item please advise Us at the time of contact. We aim to replace the item for the same thing (subject to availability). wherever possible, We also offer to repair faulty Items if deemed as acceptable by You.
8.3 Faulty Goods – You must take reasonable care of the item(s) in Your possession in case you need to return anything to Us. If this is the case, the item(s) should be appropriately packaged to avoid any potential damage and sent back within 14 days from the cancellation date. Proof of postage will also be required and in the majority of circumstances, the postage charge will be refunded by Us the Company, subject to the postage cost being disclosed and approved in advance. The handling fee will not apply in the rare case that the item is faulty.
9. Click and Collect
9.1 Secure a DJV item by Using our Click and Collect Service. Once you’ve made your choice and paid for your item, it will then be on automatic reserve for You. To arrange collection please call us on 01473 404592. Collection Point: DJV Boutique, 10 Cox Lane Ipswich IP4 1HT
10. Delivery Services
10.1 Free local delivery is available in the Ipswich area.
11. Booking a Service (Styling Revamp Package)
11.1 If You book an appointment with us You are able to amend Your booking by calling Us to re-arrange an alternative date. You can re-arrange as many times over a period of 3 months. If You wish to completely cancel the service You will be charged a discretionary 20% cancellation fee, which will be deducted from the initial amount paid. In the case of rescheduling or cancellation please allow a minimum of 7 days prior to the booking date to advise us by phone or email stating Your booking reference.
12. Photos and Usage
12.1 The photographs used on our website are subject to copyright and used for visual representation, to sell our products to You. The colours reflected are based on the best interpretation of the colours of each product and have been matched as close as possible but may not be exact.
13. Customer Care
13.1 At DJV Boutique we pride ourselves in striving for customer satisfaction, however, if you have any concerns you wish to raise, please outline the matter in full, by writing to us at Customer Services, DJV Boutique, 10 Cox Lane, Ipswich IP4 1HT