Frequently asked questions
- I want to buy a Christmas gift, can I return it in January?
Any item/s purchased from 1 November 2019 will have until Monday 13 January 2020 to return for exchange or refund.
- What times are the Showroom open over Christmas?
Our full Showroom opening hours can be found on the Visit Our Store page of our website.
- How do I return my items?
In your parcel there is an invoice with a returns form on the reverse. Please fill this in and put inside your parcel with the return. In the 'Exchange for or Refund' box please state 'Refund' if a refund is required. If an exchange is required please specify the size and colour required.
Download the returns label from the royal mail portal https://www.royalmail.com/track-my-return/create/617 enter your details and click 'Make my Label'. Print the label. Attach the label to your parcel and take to your local post office.
If you do not wish to use our returns label you can simply complete the returns form and post it to;
New Forest Clothing Co Ltd
Unit 17, Batten Road
Downton Industrial Estate
Refunds and exchanges are processed on the same day that the items arrive.
- What if I do not have a printer?
You can still use the Royal Mail portal by following the instructions on the returns form. Royal Mail will then email you the returns label with a list of local post offices that have the facility to print the label on your behalf. Simply take your smart phone with a copy of the email. The post office will scan the barcode and print the label.
- Who covers the cost of returning my items?
If you require an exchange we will send the new size completely free of any postage charge.
If you require a refund we will deduct £3 from the original cost of the merchandise to cover the return postage. The remaining balance will be refunded to the debit / credit card or PayPal account used to purchase the goods.
For items that are damaged or faulty please follow the returns procedure and no charge will apply. A replacement will be sent free of charge or a full refund given once we have the faulty / damaged item back.
- How do I know that my return has been processed?
We will send an email notification with a new tracking reference number if you have requested an exchange. In the event of a refund you will receive an email credit notification. Please check your Junk and clutter folders as often this email can go into these folders.
- How long will it take for my account to be credited?
Please note that card payments, although processed on the day of return, normally take 3-4 working days to reach your account or show up on your statement. paypal refunds are instantly credited.
- My item is faulty or missing, how do I return it?
In the unfortunate event that your item is faulty please contact us on [email protected] Please follow the returns procedure and no charge will apply. A replacement will be sent free of charge or a full refund given once we have the faulty / damaged item back.
- How do I exchange an item?
In the 'Exchange for or Refund' box please specify the size and colour required and follow the returns process as stated on the returns form. Where the size is available we will send your exchange the day your return arrives. Where the item is out of stock we will contact you and offer a suitable alternative. We do not charge subsequent postage to post your exchange to you.
- Can I purchase on your website from outside of the UK?
Yes, It is really easy to purchase from outside of the UK, simply select your destination country from the dropdown menu at checkout and the shipping options will update. For a full list of overseas shipping costs, please click here.
- How do I return my items from outside of the UK?
Unfortunately the free returns service via royal mail only works for UK addresses. If you are returning from overseas you will need to pay to return the item to us at the address below. Please make sure you include you returns form within the parcel. Once received back we will post the exchange free of any charge. Or a full refund will be given if required.
New Forest Clothing Co Ltd, Unit 17, Batten Road, Downton Industrial Estate, Salisbury, Wiltshire, SP5 3HU
- Any other questions?
We are always delighted to help you, please do contact us on 01725 510051 or email at [email protected] and we will answer your question within 24 hours Monday-Friday.