Returns Policy
If you are not happy with your product(s), we are very sorry to hear about that. We try our best to ensure the quality of products and delivery is at the highest of standards. If we fall short, please read the following to see how we can help rectify the issue.
Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item in writing (e-mail or by using the Contact Us page on the website).
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g batteries) are not covered for replacement during 'normal' use
For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible faults instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter, please see our Returns Procedure (see below).
The goods should be returned to us in line with our Returns Procedure (see below).
We will check products returned as faulty. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.
For items over £15 sale price before VAT, please contact us via email at [email protected] describing the type and extent of the fault and we will advise you how to proceed.
Please do not place duplicate orders for replacement of damaged/faulty goods.
For heavy, courier delivered items of the value of over £15 sale price before VAT with visible fault (s) that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)
In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure (see below). If the goods you have returned are found not to be faulty, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify us in writing (either by e-mail [email protected] or by using the Contact Us page on the website) within 48 hours of receipt of the goods. For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible damage instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter, please see our Returns Procedure (see below).
For items over £15 sale price before VAT, please contact us via email at [email protected] describing the type and extent of the damage and we will advise you how to proceed.
For heavy, courier delivered items of the value of over £15 sale price before VAT with visible damage that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)
In the event the damaged goods are to be returned to us by the recipient, please see our Returns Procedure(see condition 8 below). Once we have received the goods at our Despatch Depot, we will examine the goods for the damage. If the damage is verified, we will replace the item within 3 working days at no additional cost to you and you will be reimbursed for any reasonable carriage charge incurred by the return.
If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
PLEASE DO NOT PLACE DULICATE ORDERS TO REPLACE DAMAGED ITEMS, it will not speed up the replacement process.
Wrong Item(s) Delivered
If, by mistake we supply you with an incorrect item, you must notify us within 30 days. Depending on the value of the item (see below) the customer is free to keep the item if they are happy with it, and any refund for a difference in value will be issued, conversly if the item is of higher value than the original item paid for a PayPal request will be sent for the difference.
If the projected reasonable carriage costs for an item to be returned exceeds the value of the item (it's original sale price as listed on the Fable Gifts website), we will ask for photographic evidence that the item is incorrect, the end customer is then free to dispose of the incorrect item in the manner most convenient to themselves.
The goods should be returned to us in line with our Returns Procedure. Once we have received the incorrect items at our Despatch Depot or received proof of postage, the correct items will be shipped within 2 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.
In the event of an item of over 2kg in weight we can arrange a courier collection at the same time as the correct item is delivered (this service is only available if there will be somebody present at the delivery address to accept the delivery and pass back the incorrect goods).
PLEASE DO NOT PLACE DULICATE ORDERS TO REPLACE DAMAGED ITEMS, it will not speed up the replacement process.
Item(s) Not Required
If you wish to return an unwanted item, you must notify us in writing (by e-mail or by using the Contact Us page on the website) within 14 days of receipt of the item. A refund will be credited back to your original method of payment for the item only within 30 days of you notifying Fable Gifts of the cancellation. Providing we have received the item back.
The item should be returned to us in line with our returns instructions within 28 days of you notifying us. You will be responsible for returning the goods at your own cost, and they should be returned in their original packaging and 'as new'.
This condition does not apply to perishable (those items supplied with a printed Use By date) items, unless previously agreed in writing with Fable Gifts.
Extra Item(s) Delivered
If, by mistake we supply you with extra items, you must notify us immediately, either in writing (by e-mail or by using the Contact Us page on the website) The item(s) should be returned to us in line with our Returns Procedure (see below). Once the goods have been returned to the Despatch Depot, you will be reimbursed for any reasonable carriage charge incurred by the return.
If you do not inform us of receipt of extra items and you are found in possession of goods that you have not paid for, you will be charged for the goods in full.
Non-Delivery of Item(s)
We class an order as non-delivery if it has not arrived within 2 weeks. You have 180 days from when you made you payment to notify us of any missing, damaged or faulty items. Orders over this time period will not refunded or replaced. Please contact Fable Gifts via email [email protected] or the ‘contact us’ form on the website. Please provide us with the original order number as reference.
We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods within the required 180 days.
Returns Procedure
Please note, as stated above, in the event of an item arriving damaged contact must be made to ourselves in writing and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return.
Items should be returned in their original packaging and 'as new' to the Despatch Depot:
AWDS
S3 8AL
Before returning any items, you must inform Fable Gifts of the reason for the return. Please quote your original order number on all returns and correspondence.
In the event of an item returned to Fable Gifts not arriving, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage.
We advise that customers return items of high value (£15 or more) a return signed for second class.
If an item(s) is returned to Fable Gifts without any written communication, and not in line with our returns procedure, Fable Gifts will not compensate for any transport costs involved.