Returns - Caviar Status -

Returns & Exchanges

Returns

Extended returns over the Christmas period. All gift purchases made from the 1st of November 2017 will have until the 31st of January 2018 to exchange.

All purchases are subject to our 14 day refund policy. However, unsuitable gifts may be exchanged for different sizes/products of the same value up until 31st January 2018.

We want all of our customers to be 100% happy with their purchase. While we are sure you will love what you have ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, you will need to follow the instructions set out below.

To make a return, you need to select a reason from the list below:

  1. I ordered two sizes/colours to compare
  2. The item(s) just doesn’t suit me
  3. You sent me the wrong item/size/colour
  4. What you sent me was faulty
  5. The item(s) doesn’t fit right
  6. My order didn’t arrive in time
  7. The parcel was damaged on arrival
  8. The item(s) looks different to the image online
  9. I would like to exchange this item

Write the corresponding number into the ‘Reason Code’ column and fill in the details of the relevant item of your order. If the product is damaged or faulty, clearly mark what the issues are and where there is damage. If you have lost your Returns Form, please email customerservice@caviarstatus.com to receive a new one.

Put the item(s) you wish to return, where possible, in the original bag or box, taking care to protect the contents.

Take the wrapped parcel to your nearest Post Office and send to: Caviar Status Ltd, PO BOX 9182, Poole, BH4 0GH.

If we have to pay additional postage charges on your package, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.

You must return the goods to us in their original condition, with labels attached and in their original bags within 14 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 14 days of receipt of the goods).

If you need some help or have any questions please email us at customerservice@caviarstatus.com where our team are more than happy to help.

You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us in accordance with the below instructions. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, always within the 14 day period. To do so, simply email customerservice@caviarstatus.com or write to us at Caviar Status Customer Services, PO BOX 9182, Poole, Dorset BH4 0GH.

Refunds

As long as any goods you send back to us are in their original condition, we will refund your purchase within 10 days of receiving your package or proof that the order has been returned. If any of the items returned to us are not in their original condition, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Note! We are unable to process any returns or exchanges for items that have not been purchased through our website. If you need some help or have any questions please contact our Customer Services department who are more than happy to help on customerservice@caviarstatus.com.

Note! We cannot accept returned parcels exceeding 20kgs in weight, or 61cm x 46cm x 46cm in dimension.
We will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.

We aim to process all refunds within 5 working days of receipt of the returned product, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account. We have no control over this part of the refund process.
Note – we will not make the refund until we have received the products back.

Unfortunately we can only process refunds by your original payment method, with the following exceptions:

  • If the card you used for payment has expired
  • The account that you made payment from no longer exists

Exchanges

Extended returns over the Christmas period. All gift purchases made from the 1st of November 2017 will have until the 31st of January 2018 to exchange.

All purchases are subject to our 14 day refund policy. However, unsuitable gifts may be exchanged for different sizes/products of the same value up until 31st January 2018.

If you’d like to exchange an item, fill out our returns form for the products you wish to exchange. You need to select reason code 9 (I would like to exchange this item) and fill in the details of the relevant item of your order and in the right hand column the new item you require.

Note! We can only exchange like for like items, or for items of the same price.

Put the item(s) you wish to return where possible, in the original bag or box, taking care to protect the contents.

Take the wrapped parcel to your nearest Post Office and send to Caviar Status, PO BOX 9182, Poole, BH4 0GH.

For convenience, you can use the returns address label on the bottom of your returns note.

You’ll need to pay the Royal Mail return postage and for safety, we would strongly recommend you use a Royal Mail recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us.  We cannot accept liability for goods that get lost or damaged in transit back to us.

You must return the goods to us in their original condition, with labels attached and in their original bags within 14 days of receipt of the goods.

Once we’ve received your package, and as long as the item(s) are in their original condition, we’ll send out your new goods within 14 working days.

Legal Rights

Under the applicable EU legislation (including, but not limited to, Directive 2011/83/EU, as implemented in the national laws of EU Member States), you have 14 days (from the date on which you receive your order) to let us know that you wish to cancel your purchase. In this case, we will provide a full refund of the goods.

Problems with your order

It doesn’t happen often, but sometimes we make a mistake. If there is a problem with your order, or you have any issues with the goods themselves, the first thing to do is contact Caviar Status’ Online Customer Service Team:

Email us: customerservice@caviarstatus.com

Write to us:
Caviar Status
PO BOX 9182
POOLE
DORSET
BH4 0GH

Once you’ve explained the fault or problem and given us your Order Number, you will need to fill the Returns Form in, which should be in the box your order arrived in.

If you have misplaced your Returns & Exchanges form , don’t worry. Just email customerservice@caviarstatus.com with your Order Number and address, and we will send you a new one. Alternatively, you can download the form from our Returns section above. Once you have it, be sure to fill the form in carefully, clearly explaining the problem with the item(s) being returned. If your order was incorrectly packed or an item was faulty and you want a replacement, we’ll simply send you the correct item(s) or a new version of what you ordered.

Where we have made a mistake, we will also refund your original delivery charge. We obviously will not charge you for the delivery of the correct item(s) either.

Important Note:
Any items returned to us must be in their original condition – if they are not, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Clothing:
When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a scent or mark.

Swimwear and underwear:
For hygiene reasons, swimwear and underwear can only be returned if the protective seal is still intact.

As long as the goods you send back to us in accordance with our returns policy are in their original condition, we will refund your purchase within 10 days of receiving the returned goods.

This does not affect your legal rights.

Can I cancel or amend my order?

You have the right to cancel your contract within 14 days of receipt of the goods. If you wish to cancel your order, please inform us in writing by emailing customerservice@caviarstatus.com or write to us at Caviar Status, PO BOX 9182, Poole, BH4 0GH, ensuring you quote your Order Number in all correspondence. Providing your order hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once your order has been dispatched you’ll need to wait for it to arrive and then you can return it for a refund.

The easiest way to do this is to return the goods to us in accordance with the above instructions. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, always within the 14 day period.

Unfortunately, we cannot amend your order once it’s been placed (e.g. change the colour or add another item). If you change your mind, you’ll need to cancel your order and place another one.