Jaws

Frequently Asked Questions

How do I cancel my order?

You can cancel your order if it hasn't been despatched - just get in touch. If we are not able to cancel your order or it has already left our warehouse you can return the order within 14 days of receipt for a full refund.

How long will it take for my order to arrive?

We ship items via recorded delivery - it usually takes less than 5 days for your item to arrive.

Will I need to sign for the item?

Yes. If you are not in when the item is delivered it will be kept at the sorting office for a couple of weeks before it is returned to us. Your courier should leave a note if the item arrived while you were out.

Can I have my order sent to a work address?

Yes, of course you can. Just enter the delivery address you'd like during the checkout process.

My order has arrived damaged, what do I do?

We do our best to ensure all items are sufficiently well packaged to minimise the risk of damage in transit however unfortunately due to occasional heavy handling by the postal service, damage sometimes occurs. We want you to be satisfied with your purchase so please contact us with a brief description of the damage and we'll respond as quickly as we can – usually in less than 24 hours. In the majority of cases we'll ask you to return the item to us at which point we'll despatch a replacement. We'll also reimburse the cost of your return postage.

I have received the wrong item, what do I do?

It's very rare that we despatch the wrong item however, we're only human and therefore mistakes can happen! Firstly, please contact us to let us know of our mistake and then follow the instructions for returning an order. As soon as we receive the incorrect item, the right one will be immediately sent out. We'll also reimburse the cost of your return postage.

I don't like the product I bought, can I send it back?

Providing the product hasn't been opened or used you can return it to us for a full refund. If you've used the product and you've just decided you don't like it then we will not be able to receive it back, unless you have reason to believe that the item is faulty, in which case please contact us.

My order has been despatched but I still haven't received anything, what happens now?

First of all you should check with your local sorting office to see if they are holding any packages for you. If not, then please contact us as your order may have been lost in the post.

Can I return an item?

We hope that you'll be very happy with everything you buy from us but if you do need to return something for a refund, or you'd like to exchange it, you have 14 days from when you receive your order in which to do so. We usually extend this period over the Christmas holiday to allow for unwanted gifts to be returned or exchanged.

Please note that all items must be returned in their original condition. If the item has been opened or used we will not be able to issue a refund or exchange unless the item is faulty.

How do I return an item?

Firstly, please contact us to request a returns authorisation number. You will need to ensure that the item is well packaged to prevent damage in transit as we cannot issue refunds for items which are not in their original condition.

We strongly recommend that you send your return using Second Class Recorded Delivery, keeping your receipt and tracking code somewhere safe. You'll need these to claim compensation from Royal Mail if the item goes missing.

CUSTOMER SERVICES

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07540 316904

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info@dockslocks.co.uk

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