Q: What is your returns address?
A: Our returns address is:
Returns @ Forest Dweller
Q: How long do I have to return my item?
A: We offer a 28 day returns policy for unworn items returned in good condition.
Q: How do I get a refund?
A: Please contact us first by emailing: firstname.lastname@example.org and then send your item(s) to our returns address, making sure to include your name and email address.
Q: How can I get my item(s) exchanged?
A: Please contact us first by emailing: email@example.com and then send your item(s) to our returns address, making sure to include your name and email and postal address, and stating which item you would like to receive in exchange. We will then swiftly exchange for any other item(s) (stock permitting).
Q: What postage method should I use?
A: If you choose to return to an item to us then you will need to pay for the return postage - as we are a small business. We recommend using registered post to be sure it arrives with us! That is, unless you were sent an incorrect item or a faulty item (see below). However, we dispatch exchanges free of charge back to you.
Q: How long will it take to process my return?
A: Once your item has arrived at our warehouse, your exchange or refund will usually be processed within 72 hours (working days Monday - Friday). Please bear with us during Christmas and other busy periods, as it may take slightly longer.
Q: How long will it take for the money from my refund to be credited to me?
A: Your refund will usually be processed within 72 hours of receiving your return. The length of time it takes to credit your account depends on the refund method, so please refer to the your card issuer’s or PayPal’s terms for further information.
Q: What should I do if I was sent an incorrect item?
A: From time to time mistakes can happen, but we do our best to sort them out quickly. If you have been sent an incorrect item then please email our Customer Happiness Team, including your name and contact details: Hello@forestdweller.co.uk.
Q: What if my item is faulty?
A: If you have received a faulty item we’re really sorry! It doesn’t usually happen, promise Please contact our Customer Happiness Team, before sending it back to us, including your name and contact details, and they will advise you on how to proceed: firstname.lastname@example.org.
Q: Who pays for the return postage for incorrect items and faulty items?
A: If you are returning incorrect items or faulty items, we will reimburse you for the postage cost. Please use 2nd class post (not signed for, special delivery or a courier) and always get proof of postage and a receipt.
Q: I am returning an item from outside the EU, how should I do this?
A: If you are returning item(s) from outside the EU please make sure that you include “Returns Department” in the address and declare the goods as returns to the postal company. Doing this will make sure that your return isn’t delayed at UK customs.
Q: When will my order be dispatched?
A: We pride ourselves on our super speedy delivery, and will dispatch the same, or next day whenever possible. We dispatch orders Monday to Saturday.
Q: Who do you use to deliver your orders?
A: Who we use to deliver depends on where it is being delivered to, and which option you pick:
- Our standard shipping option is sent via Royal Mail 1st Class.
- Our international standard shipping option is sent via Royal Mail International Standard.
If you have an urgent request, please always get in touch with us first, we can (children, animals, weather allowing), send via next day delivery for a small additional charge.
Q: Can I collect?
A: We are based just north of Ringwood in the New Forest National Park. We are always happy to arrange collection or even delivery if you are local to us. Just get in touch first at: email@example.com and choose the 'collection' option from the drop down box when making your payment online.
Q: How long will delivery take?
A. Domestic delivery usually takes between 1 and 4 working days for the standard shipping option. International delivery usually takes between 3 and 7 working days, but can take up 14 working days depending on where you are.
Q: How can I cancel or amend my order before dispatch?
A: If you wish to cancel or amend an order, please contact our Customer Happiness Team, including your name and contact details on: firstname.lastname@example.org. Please do this as soon as possible so that we have the best chance of catching your order before it is shipped. We can’t guarantee that it will be possible to cancel/amend all orders in time, in which case, please see the returns FAQs.
Q: How can I contact you if I need assistance?
A: If your questions weren’t answered by our FAQs, please contact our Customer Happiness Team via email, including your name and your contact details on: email@example.com and we’ll aim to help you within 12 hours Monday - Friday.
We are a small business, not long launched. We hope to be able to offer you excellent quality items and superb customer service. We tend to work odd hours to fit in with family life, so might reply to your query Sunday teatime or in the middle of the night! We are working hard to ensure you are happy, and aim to please!
If you have any further comments or suggestions we'd love to hear them! Please do get in touch on: firstname.lastname@example.org.
Sizing - For a more detailed description about how our clothing fits, please see the sizing page here.
Frequently Asked Questions...