ORDERS & RETURNS

        

Important information

All orders may require a signature upon receipt.

We are unable to redirect orders once items have been despatched.

Delivery lead times to international addresses may vary according to destination, the timescales given above are only estimates.

 

Customs and import charges

Any customs or import duties are charged once the parcel reaches its destination country if the order is being shipped outside the EU.  These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Orders and Returns

Change or cancel an order
If you wish to change or cancel an order contact our customer service team at thehouse@vanessaknox.com.

If your order has already been delivered then you will need to follow our returns procedure detailed below.

Track your order
To check your order status please log into your account, click on My Orders in the My Account section and then click on the View Order link to see the status and any carrier tracking information where available.
Pending means that your order has not been processed yet
Processing means that your order is in the warehouse
Completed means that your order has been despatched
Closed means that your order has been cancelled (and/or refunded as appropriate)

If your order is obviously incomplete or damaged then please email our customer service team at thehouse@vanessaknox.com.

Returns procedure
When returning your order to us please fill out the returns paperwork sent with the order and include that with your return. If you do not have the original paperwork then please include a note detailing your name, address and any contact details, the order number, the stock number, and the reason for the return; we need to be able to identify the order in able to complete the return.

For your protection please return goods to us using a service that requires a signature on delivery and please retain your proof of posting.

The returns address is:
Vanessa Knox
Chestnut Lodge
Old Common Road
Cobham, Surrey
KT11 1BU

Please see below for details of our refund policy.

Refund policy
We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from VANESSA KNOX & PARTNERS LLP, we'll be happy to refund or exchange a product providing it's in a fully resellable** condition.  Please print and fill out our returns form available here and use our address label when sending goods back to us.  Returns should be made within 14 days.*  Please see below for exceptions to this policy.

When you buy online, you have additional rights as a consumer under the Distance Selling Regulations.  This means if you as the purchaser notify us in writing (including by e-mail) of your wish to return an item within 7 working days of receiving it, we will refund you for both the purchase price and the delivery charge. We extend this time to 14 days.  Please make sure you take reasonable care of the item while it's in your possession, and that it is returned to us unworn.

If the product returned arrives with us in a non-resellable** condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.  This does not affect your statutory rights.

Refunds can only be made to the original card of purchase.

 

Delivery charges
We will refund the purchaser any delivery charge paid to VANESSA KNOX & PARTNERS LLP when a product is faulty or damaged. Furthermore, should you buy a product online and you change your mind about it, providing you notify us in writing within 7 days of receiving it, or return the order in full within 14 days we’ll refund the purchase price and any delivery charge you may have paid to VANESSA KNOX & PARTNERS LLP.*

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None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.

**

Resellable condition means that the product is unworn, unwashed and has all original labels attached.

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