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DELIVERY & RETURNS

Delivery Policy

Last updated: March 14, 2022

We are only able to deliver to addresses within the UK (excluding Northern Ireland). All parcels are delivered by courier on a 1-2 day service. For orders up to £50, the delivery charge is £5.95 and for orders between £50 and £100, the delivery charge is £3.95. All orders over £100 receive free delivery. Orders made before 1pm Monday - Friday, are usually dispatched the same day and will arrive the next working day (so an order made before 1pm on a Friday, will arrive the following Monday, an order made after 1pm on a Friday, will be dispatched on the following Monday, to arrive Tuesday). Weekends and bank / public holidays are not included - all orders made over the weekend and on bank / public holidays, will be processed on the next working day. 

If you are not at your delivery address to accept your order when our couriers deliver, they will attempt delivery a second time. Following two failed delivery attempts, our couriers will get in touch with you to re-arrange delivery of your order at an additional cost to yourself.

We also offer a click and collect service for local customers. Orders made and paid for online before 2pm, can be collected the same day from our Home Interiors Store, 55-56 North Street, Northgate, Chichester, West Sussex, PO19 1NQ.

If you have any questions about our delivery service, please do not hesitate to get in touch.

 

Return and Refund Policy

 

Last updated: February 03, 2022

 

Thank you for shopping at Thru The Looking Glass. If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

 

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

 

Interpretation

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Thru The Looking Glass, 55-56 North Street, Northgate, Chichester, West Sussex, PO19 1NQ.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to Thru The Looking Glass, accessible from https://www.thruthelookingglass.co.uk

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so. The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

 

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

 

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 14 days

  • The Goods are in the original packaging

  • The Goods were not used or damaged

  • You have the receipt or proof of purchase

 

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.

  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.

  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

 

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address:

 

Thru The Looking Glass,

55-56 North Street,

Northgate,

Chichester,

West Sussex,

PO19 1NQ

 

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

 

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Faulty / Damaged Goods

Please carefully inspect your order upon receipt and contact us immediately (within 72 hours) if your order is faulty, damaged or if you've received the wrong product, so that we can evaluate the issue and rectify it as soon as possible. We ask You to check within 72 hours to give us the opportunity to make a claim, if necessary, with our courier company.

 

To report faulty / damaged goods, You should email: enquiries@thruthelookingglass.co.uk and provide us with your Order Number, a description of the damage / fault and supporting photos.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us: