You can now use CollectPlus to return items to us for free by downloading your returns label at www.collectplus.co.uk/Atterley and printing it off at home.
If you have received your order in separate deliveries, you can combine as many as you require in one return shipment to us, using a single return label. If you do make multiple returns, a new label will need to be required for each package you send. Attach this label to your parcel, ensuring any outbound delivery labels are removed or covered. Please ensure your order number is entered clearly on the CollectPlus label and the returns form/s are completed and placed inside the parcel alongside your returns. When using the CollectPlus paperless or print at store option please ensure that you are happy with how the label has been secured to the package by the store.
When you drop off your parcel in your chosen store you will be given a receipt with a tracking code which can be used to track your parcel at www.collectplus.co.uk/track. Your nearest CollectPlus store can be located at www.collectplus.co.uk/store_locator.
Neither Atterley or CollectPlus will accept responsibility for parcels handed into a store without a CollectPlus returns label.
The following steps should be followed if you are a customer returning goods from outside of the UK. Returns are free of charge for all Atterley customers within the US and EU if the steps below are followed correctly and your order is returned to us via our DHL logistics network. For all customers outwith these regions, returns are charged at a flat rate of £10 (this amount will be deducted from your final refund)
To raise a return request:
Please package all individual products together in one single parcel where possible but where ensuring that the integrity of the items you ordered is protected at all times. Ensure also that each product is packaged in its original packaging as relevant to ensure it is well protected while in transit. Returned products are your responsibility until they reach us, so make sure they are packed up and protected appropriately. When returning shoes please remember that shoe boxes should always be placed in a protective outer box.
You have 14 days from receiving your original order to return products to us*. All returned items must comply with our returns policy:
We strongly advise that you check all products thoroughly on receipt before removing any attached tags and before disposing of any original packaging. Please contact us at firstname.lastname@example.org if you have any queries about returning your products or the refund process.
*All purchases made on or after the 2nd December 2020 may be returned outside of our usual 14 day returns period. If you are purchasing a gift for someone and they decide their item is not quite right, then you may return your purchase to us for refund or credit as long as they are sent back to us by the 31st December 2020:
Once the products have been returned, they will be inspected, including any original packaging and labels, to ensure they comply with our returns policy. Your refund will be credited to the original payment method. Please note that it may take up to 14 days for your bank to credit your account.
If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us by emailing email@example.com.
The price you are refunded may be reduced to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop, for example, you have torn, spoiled or damaged the product.
Any shipping fees incurred when you ordered the products are non-refundable.
If you wish to exchange a product, you will need to return the original product and place a new order. You will receive a full refund for the original product provided that it complies with requirements set out in our return policy.
If you receive faulty or damaged product you can return it to us for a refund. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
As soon as you notice the fault, please contact us by emailing firstname.lastname@example.org informing us of your original order number and the nature of the fault. A member of our customer service team will be in touch to discuss the next steps. Where possible we will arrange for a replacement item to be sent to you or organise a return collection and issue a full refund for the defective item.