If you contact us before your order is shipped, we can cancel it and your card won't be charged. If it's too late, or if you change your mind once you've received the order, you can contact us to ask for a refund. We give refunds for any item returned to us by post or in person (within either the 14 or 30 day periods detailed below).
Returns must be made to E W Marchpane Ltd, 16 Cecil Court, London WC2N 4HE whether your item was purchased in the shop, online or under any other circumstances. The refunded amount will normally be the original cost of the item plus postage (if charged); however, we reserve the right to offer partial refunds if the returned item is damaged (excluding damage sustained in transit) either deliberately or by excessive or careless handling. Christmas cards or similar items must be returned in a useable condition (e.g. not written in).
Refunds will only be authorised to the payment method used to make the original purchase – no cash, credit or alternative is offered. We insist that returns not made in person are made using a delivery service that furnishes a useable tracking number/facility and requires a signature – this is to ensure that the return is being made in good faith. The cost of this service will be credited to you along with your refund, and under the same terms. If you use a tracked service and the item still doesn't reach us through the fault of the postal service/courier, you will still get your refund (the good faith works both ways).
You have 14 days from receipt/collection of your completed order to request a refund (for any or no reason), in person or in writing/email, and a further 14 days after making contact to return the goods. Concurrently, you have 30 days from purchase to request a refund under the Consumer Rights Act if your order is not as described, not fit for purpose, or not of satisfactory quality.
Your refund (which if requested under the Consumer Rights Act will first be investigated and must be agreed to by us, in writing) will be issued within 14 days of us receiving the returned goods (or after receiving a valid tracking number showing that the goods returned by post have been sent).
Please note that single items with multiple pieces (e.g. sets of books or collections of maps) will only and always be treated as single items. They are listed on the website or presented in a shop as single items, with a single price. We will not entertain requests for partial refunds (e.g. returning one volume of three) – every piece that comprises the item must be returned.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations and the Consumer Rights Act, we are under a legal duty to supply goods that are in conformity with the contract established when you buy from us. If you have any complaints, please try to resolve them with us in the first instance. Your statutory rights are not affected.
