Returns FAQ
Our promise: We are serious about service and work hard to ensure that you will be delighted with your purchase in every way. However, if for any reason you are not happy, please let us know about it. We will do our level best to put things right, every time.
Feedback and disputes: We know that delivering what you order, when you want it is the most important thing we have to do. If something goes wrong, and occasionally it does, then fixing it becomes our main priority. If there is a problem, please contact us and we will resolve it, hopefully without the need for poor feedback, or disputes.
Need to return something? You do not need to tell us in advance about a return you intend to make, just follow these 4 easy steps:
- Please read the detailed returns information below to determine the most appropriate action to take.
- Put the order back in the packaging it arrived in or something similar and label it with our address, which can be found at the bottom of the Returns and Feedback sheet (See back of invoice)
- Fill in the details on the returns form section and enclose this document whole in the package.
- Drop the parcel into a Post office or your preferred carrier. Please obtain proof of postage and ensure that we will receive the goods within 14 days of receipt.
Lost your Invoice? Click Here to download The-Hubs Returns and Feedback form
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Duplicated or unwanted goods: Please use steps 2-4 for a prompt product refund. We are unable to refund any postage costs for this type of return and will assume responsibility for the goods only when they have arrived at our premises. Items must arrive with us within 14 days of receipt for UK orders and 30 days for non-UK orders.
Faulty / damaged on arrival or wrong item sent: Please give us a call on 01872 888132 or send an email to returns@the-hubs.co.uk within 3 days of arrival. We will arrange for a replacement to be sent out at the first opportunity and usually email you a pre-paid returns label to use within the UK. Then continue from step 2.
Exchanges: The simplest and quickest way to exchange an item is to place another order for the product you want and send the original item(s) back for a refund. In this case, please follow the procedure for duplicated or unwanted goods and ignore the exchange section when filling in the form. Please call or email if you need help with this.
If you want to wait until we receive the original item back, continue from step 2 and fill in the exchange details on the form. Provided the items are in stock, we will calculate any difference between the price of the new item(s) and the item(s) returned, add any applicable postage and contact you to arrange payment.
N.B. We are only able to exchange any item for the same product in a different size / colour. If you require a different product, please place a new order and send the original item(s) back for a refund following the procedure for duplicated or unwanted goods.
General returns notes: If you need product advice, sizing advice, or general help with the process, please call us on 01872 888132 or email us at returns@the-hubs.co.uk.
When we receive your return, we will send you an email to confirm the receipt and agree the action to be taken.
We are only able to refund the original postage and packing charge if you have been sent incorrect items or they are faulty or damaged.
N.B. All unwanted or exchange items must be in original, undamaged packaging including original labels and packed in the same way they arrived with you. They must be in saleable condition and not worn other than to have been tried on, as this will mean that they are unsuitable for resale and we will be unable to issue a refund. If this is the case, we will need to return them back to you. For reasons of hygiene, we can only refund or exchange undergarments, tights, wigs if they have a manufacturing fault.
International returns (non- UK): We cannot accept exchanges from outside the UK and will only refund items returned to us. Please mark your documentation and package clearly as ‘RETURNED GOODS’ to avoid delays in customs. Please keep copies of your shipping documents so that you can make a claim with the carrier if your parcel gets lost.
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