Shipping & returns

SHIPPING

Standard: Royal Mail 48 - £3.95
Standard UK Delivery Is Free on orders over £45.00

- We deliver anywhere in the U.K
- Shipping and billing addresses must be valid U.K. addresses. 

International shipping
Europe: Standard - £12.50
USA & Canada: £20.00
Rest of the world: £24.00

TRACKING YOUR ORDER 

We aim to ship your parcel within 48 hours (working days), so please allow 2-3 working days for your parcel to arrive.

UK standard delivery orders are sent using Royal Mail 48. Once your parcel has been collected by Royal Mail services (usually within 1 working days of placing your order) I will send you a confirmation email and/or text message to let you know your parcel has been dispatched then you can track its journey to you. 

Once parcels have been dispatched I am unable to change the address.

RETURNS & EXCHANGES

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 return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable) 

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  • Any item that is returned more than 30 days after delivery

Refunds (if applicable) 
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.

Late or missing refunds (if applicable) 
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 returns@latched.uk.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
Exchanges for the UK can be requested using the returns form.

We only replace overseas items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@latched.uk

Shipping 
To return your product, you should first contact us at returns@latched.uk

You will be responsible for paying for 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.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

LOST OR DAMAGED ITEMS

As a small business I pride myself on our customer service. Once an item is passed to Royal Mail for shipping the service standards then pass onto them. Parcels are sent using a tracked service so can be seen as they travel through the network.

If a parcel destined for the United Kingdom hasn't arrived in 7 working days it can be escalated for investigation. Refunds for lost items will not be provided until Royal Mail have concluded their investigation and declared it missing, this can take around 30days from the date of escalation. The reason for this is if the parcel is delivered during their investigation then I will not be reimbursed for the items under their policies. 

Any items that arrive damaged must be photographed and sent to returns@latched.uk to enable escalation to Royal Mail. 

Through both processes I will keep you updated using the contact method you provided at checkout. 

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