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Returns

If I buy something as a Christmas present, what is your returns policy?

You can now shop with us for Christmas safe in the knowledge that our normal 'no quibble' returns policy is extended to 2 weeks after Christmas to accommodate gifts.

Any orders placed with us from Monday 3rd November can be returned up to Friday 9th January. This gives you plenty of time to return presents for an exchange or refund, so you can shop early without worrying. Any purchases made after the 23rd December will be eligible for the normal 14 day returns period.

Please see below for full details of our returns policy - and remember do not remove tags or dispose of packaging until you are sure you are keeping the garment.

 

How long do I have to return my items after I receive them?

At DBNW we want you to be satisfied every time you shop with us so we make our returns policy simple. You can return or exchange any goods bought from the DBNW website within 14 Days from when you receive them.

 

How do I return my goods?

Simply fill out the form on the back of your invoice (included with your parcel) making sure to check the box in the 'Refund Request' section (if you want to exchange your items(s) for something else, see "What if I want to exchange my goods?"), then send the parcel to our returns department at:

Designer Brand NorthWest Internet Returns

C/O

51 Greenbank Rd

Radcliffe

Manchester

M26 4FR

If for any reason you do not have your invoice, please include a note with your name and order number, so that we know who the parcel has come from.

We offer several options for returning your parcels, but the cost of returning the goods to us is your responsibility. The best return service for you varies depending on your location. Please choose your region below to view your available 

 

How long will it take to receive a refund?

We will issue and confirm the refund or exchange (if available) within 4 Working Days but it may take 3 or 4 more days for the refund to show in your account (or up to 10 days for some building society accounts).

 

What if I want to exchange my goods?

Our exchange procedure is almost the same as for returns. Simply fill out the form on the back of your invoice, check the box in the section marked 'Exchange Request' and write down the product reference code(s) of the item(s) you would like to exchange your goods for (these can be found on the product pages on the website just after the product name) along with your chosen size.

Exchanges will be processed within 4 working days (Monday - Friday) of receipt of your parcel and dispatched for free, although you do have to pay the return postage to get your package to us. 

If an exchange item you have requested is not in stock we will issue a refund back to your card/PayPal account.

 

What do I need to include in my return package?

Please include the invoice (attached to the front of the parcel you received) with the goods, or your name and order number, so that we know who they are from. When we get the goods back we will issue a full refund for the price of the goods returned. Our only stipulation is that they are in a saleable condition, in other words;

  • The tags have not been removed
  • The garment has not been worn or damaged
  • The packaging is adequate to ensure secure delivery

 

COMPLAINTS PROCEDURE

All queries should be emailed to info@designerbrandnorthwest.com and we generally deal with all queries within 48 hours. If we need to investigate your query further we will advise you.

 

FURTHER GUIDANCE AND NOTES

  • No delivery charge on exchanges
  • Please ensure that you wrap the package securely
  • Refund does not include your cost of the original postage and packaging
  • We cannot be held responsible for packages lost or damaged in the post
  • Please note that we do not accept returns from courier companies. We recommend you use Homecall Returns, Collect+ or Royal Mail Special Delivery
  • The cost of returning the goods to us is your responsibility
  • This does not affect your statutory rights as a consumer