Damaged deliveries can happen, we've all been there. It's frustrating, and time-wasting, but every so often it happens. We endeavour to use the best packaging possible, to help withstand courier neglect. If the worst happens, and you receive a wonky tube or half a box, it's time to get in touch straight away.
If the parcel and product is obviously damaged on arrival, we advise you to refuse delivery of the goods. This is basic practice, and ensures the goods are returned to us.
If you notice the damage after delivery, contact us straight away, and we will talk you through the next steps. This will almost certainly involve providing us with a photo of the damage (this is to help us make a claim against the courier).
If the packaging can be salvaged, then please hold on to it, we may ask for the parts to be packaged back up for collection by our courier.
Faulty, Incomplete or Incorrect orders
Our orders are counted and weighed prior to dispatch, so it's highly unlikely you will receive anything other than what you have ordered.
If your order is incorrect, or you are missing part of your order, please contact us. It is important to check the order completely on arrival. You have, by law, 30 days to inform us of any problem with your order. We will not accept liability for incomplete/incorrect orders after this time.
In the unlikely event you discover your order to be faulty in any way, then it is important to contact us immediately. You have, by law, 30 days from the day of delivery to inform us of a faulty product, however we may ask for proof that the fault was inherent upon delivery. Contributing factors to our final decision on faulty goods claims include, but are not limited to;
The time taken to report the fault
The nature of the fault
The level of care attributed to the goods (i.e. where the goods have been stored).
The overall condition of the goods
Details of quality checks made prior to dispatch
Changed your mind?
If you have changed your mind, over-ordered or have ordered the incorrect item, you must inform us within 14 calendar days by law. You must then return the goods, in the condition in which you received them, to Gold & Wassall within a further 14 calendar days.
Unwanted returns are subject to a 10% restocking charge, and any refunds/credits due will be
issued minus any carriage and packing charges.
Please be aware we are unable to accept unwanted returns on bespoke items.
If you are unsure if your order was for a bespoke item, please contact us.
Gold & Wassall maintain the right to refuse unwanted returns where;
• The order is for bespoke items
• The request to return was made after the initial 14 day period
• The goods were not returned within 14 days after requesting return
• The goods were returned in an unsatisfactory condition, or a condition which
is the not the same as when the order was first received
• Goods other than those ordered are returned
We ask that if you are returning an item, please make sure they are suitably packaged to be
received in good condition, with a copy of your original order, or a note to say where they have come from and the reason for return.
If you need to return an unwanted item, please contact us.