Shipping & Returns
Orders and payment
The technical steps you need to take to complete the order process are as follows:
When clicking on a product you wish to purchase you will be guidedjn through the purchase process to add the items to your basket and proceed through the checkout by a series of instructions. You may at any time click on the ‘back’ button on your browser to move back a step.
At the end of the process you click on the ‘Place order now’ button to finalise the order.
We will acknowledge your order by email, if there are any problems with the order (stock delays or any other issues) we may contact you by email or telephone.
If you change your mind or want to cancel your order for any reason you can easily do so before your order is despatched by emailing hello@closeparent.com.
We accept payment by Delta, Switch, Maestro, Solo, MasterCard and Visa. Payment is taken immediately upon order.
Payments must be made in pounds sterling.
Pricing
We endeavour to ensure that our prices on the website are accurate and up to date. However, we reserve the right to increase prices due to circumstances outside of our control. In this event, you will be contacted and given the option to cancel or amend your order prior to your payment being processed.
VAT is charged at the standard UK rate - currently 20%. Our prices are inclusive of VAT but exclusive of local taxes, import duties or clearances which may become payable.
Standard Delivery
For orders received before 1pm, we endeavour to pick pack and dispatch the same day. Standard delivery is a 48 hour service (working days) The cost is £5 (up to 20 KG). Close reserve the right to alter any free carriage rates and 'normal' delivery charges during promotional periods.
Express Delivery
For urgent orders, we offer an express delivery service. Delivery is within 1-2 working days and is available at £7.50 (up to 20 KG) for all orders to UK mainland addresses. For orders received before 1pm, we endeavour to pick pack and dispatch the same day, with deliver the following working day.
International Delivery
Orders for delivery outside of the UK have VAT deducted at the point of order but you may be charged VAT and import duties on arrival in your country (including Europe) and it will be your responsibility to pay for these before delivery. If you are in doubt and need clarification please contact us before placing your order hello@closeparent.com.
Orders are sent by Fedex, please ensure that your email address and mobile number are entered correctly on your order as Fedex may need to contact you for payment before they can deliver to you.
Once your order has shipped, if Fedex are unable to deliver to you for any reason or if you decide to cancel your order please note we cannot refund the shipping costs, we will only refund the cost of the goods. We may also need to deduct shipping costs for the return of the parcel to the UK.
Please note if you later return goods that you have paid VAT and duty on, we cannot refund these amounts, you would have to claim them back from your tax authority.
Returns Policy
We are confident that you will be delighted with your purchase. However, under our 'no quibble' policy, if you wish to return the goods then please do so within 28 days of receipt and we will be happy to provide a full refund or exchange, with the exception of delivery costs which cannot be refunded and will be deducted. Please note that goods returned under our 'no quibble' policy must be returned unopened in their original packaging and in a saleable condition. Please note that due to the nature of the products ‘saleable condition’ means items must not be worn or washed. If the item has been worn or washed it will be deemed ‘not saleable’.
Refunds will normally be processed within 7 working days of the goods being received by us.
Unless the goods are faulty or damaged, you will be responsible for the cost of returning the goods to us. Please quote your invoice number, name, address and telephone number with all returns. When returning goods we advise you obtain a free certificate of posting as we cannot accept responsibility for returned goods that are lost or damaged in transit. Credit card refunds can only be credited back to the original card that the goods were bought with; if these details are not supplied there may be a delay in your card being refunded. Our returns policy does not affect your statutory rights as a consumer.
Returned goods must be clearly marked "Returns" and posted to: C/O Close Parent Ltd. Lockett Road, South Lancs Industrial Estate, Wigan, Greater Manchester, WN4 8DE
Faulty Goods
We guarantee our products against defects in materials and manufacturing faults for a period of 12 months from date of purchase. For goods that are deemed to be faulty we will either
1. Replace faulty used products as long as they were purchased within the last 12 months, or
2. Provide a credit note as long as they were purchased within the last 12 months.
**We will require proof of the purchase date so please keep your receipt.**
Return postage costs for faulty goods will be paid for by Close Parent Ltd on the basis of the least expensive return delivery available and as long as you have contacted us in advance.
Before you send goods back to Close Parent Ltd please contact us by telephone 01992 554045 or email hello@closeparent.com for an RGA (Returned Goods Authorisation) form. We will then send you a Returned Goods Information form to be completed and returned with the goods. Unauthorised returns are not accepted. When returning goods we advise you obtain a free certificate of posting as we cannot accept responsibility for returned goods that are lost or damaged in transit.
Goods purchased from a third party
Any Close products purchased from a third party must be returned to the third party. Close will happily advise on any product information or faulty goods issues, but any subsequent replacements/refunds will need to be obtained from the original seller.
