Returns

COVID - 19 UPDATE....

24/03/2020

please email me at hello@southoftheriver.co.uk and I will help you return you item/s to us.  I am suggesting using Hermes - Parcels as the best priced people out there that can collect your package - this is the link:

https://www.myhermes.co.uk/send-a-parcel.html?#/price

if you don't want to answer the door you can leave it in a safe place when booking the collection. 

THE RETURNS ADDRESS HAS CHANGED TO:

SOTR RETURNS, 11 HAZELMERE ROAD, PETTS WOOD, KENT, BR5 1PA. UK

We have closed the store until further notice and can not accept returns there I'm afraid.

In your parcel, will be your receipt and a returns form. I am going to extend the returns period to 30 days from when you receive your delivery.  All the other terms of returns below are to be upheld.

Again, do email me, hugs, Bex x  

 

We want you to be over the moon with your purchase with us, however we understand that sometimes items don't work out.

In order to return an item please use the returns form found with your receipt on the shipping confirmation emailed to you. Or you can email us : hello@southoftheriver.co.uk quoting your order number and we can email one over to you to print off. 

You can either send the items you wish to return to the address below(above ) - please include your form, or return your items to our store both within 14 days of receipt. If you would like an exchange - please indicate on the form.

All items including sale items can be returned for a full refund with 14 days, we do ask though that all items are in the original condition you receive them in. Please ensure that when trying on clothing or footwear you are not wearing any make up, fake tan, deodorant or perfume which may leave a mark or scent on the item. If we receive an item with any indication of the above refunds will be at our discretion.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are refundable where the item is faulty. When returning any item, we recommend using a trackable shipping service or purchasing shipping insurance for your protection. We don’t guarantee that we will receive your returned item.

As part of our effort in reducing waste, if you can please use our original packaging that would be fab, (you can turn it inside out too) and send it back to us to the address below

Our Returns address:

SOTR RETURNS

11 Hazelmere Road

Petts Wood

KENT

UK

BR5 1PA

 

When will am I likely to receive the refund?

We process our refunds as soon as we can, once the item is received & is in the conditions set out as above, we will refund you via the original method of purchase.  The refund will be issued via your original payment method within 5 working days. We will send you an email containing the details of your refund. Please be aware it can take up to 2-10 working days for your funds to appear in your bank or PayPal account.

We do not refund any shipping or return shipping costs.

Exchanges -

If an exchange is required, please let us know and we will do our very best to swap it over etc.  You can also contact us by email - hello@southoftheriver.co.uk, stating your order number we can help further.

Faulty Items -

There are in some instances faults with garments or an item, please do let us know when this happens by email (quoting your order number) to hello@southoftheriver.co.uk - we will do everything we can to help to resolve the fault. 

In the event of an item being faulty we will take care of all postage costs.

Items that are exempt from being returned -

All piercing jewellery and underwear (unless faulty).

Always happy to help -

We do everything possible to ensure that all our customers are happy with our service and our products, if you need assistance please email us at:

hello@southoftheriver.co.uk and will do our best!

 

This is in compliance with the EU Distant Selling Directive.

Please note that this is our online returns policy and that our in store policy differs.