FAQ
1. What is your returns policy?
2. How do I return an item?
3. What if my order arrives damaged?
4. When do I get a refund once I've returned an item?
5. Do you deliver to my area?
6. Do you deliver overseas?
7. How are items despatched?
8. What happens if I'm out when you deliver?
9. What are your delivery charges?
10. Do I get charged for delivery for each item I ordered?
11. How long once I've ordered before my item arrives?
12. How do I place an order?
13. How do I cancel an order?
14. How do I pay for an order?
15. What happens if an item is out of stock?
Returns and refunds
1. What is your returns policy?
We hope that you will be pleased with your purchase. Should you wish to return anything bought
from us, we will be happy to refund or exchange a product provided it is in fully resaleable
condition. If we find that the product has not been returned to us in fully resaleable condition,
we reserve the right to refuse a refund or exchange on the item, or deduct up to 20% of the original
selling price from the refund amount.We are unable to offer a refund or exchange on any
confectionary items or personalised garments unless they are faulty.
Returns should be made within a reasonable time (28 days) and in original undamaged packaging.
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2. How do I return an item?
Should you need to return anything to us, pack the item securely enclosing the relevant customer
details and return to us by post for either a full refund, replacement or exchange.
Postal address for all returns: One Knight Only Merchandise
PO BOX 408
Weston-Super-Mare
Somerset
BS22 6XQ
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3. What if my order arrives damaged?
Simply pack the item securely enclosing the relevant customer details and return to us by post
for a replacement. Please enclose any original packaging if possible.
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4. When do I get a refund once I've returned an item?
Once we have received the item, the refund will be processed as soon as possible within 10 working
days. If the items are in a fully resaleable condition then you will receive a full refund of the
price paid in the form of a cheque. If the refund was due to an error on our part then you will also
receive a full refund of all relevant delivery charges.
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Despatch and delivery
5. Do you deliver to my area?
We deliver to any UK address, there may be certain areas where a delivery may take longer
(ie Scottish Highlands, Islands, offshore locations, remote areas & N.Ireland).
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6. Do you deliver overseas?
For any non-UK addresses we will certainly try our best to get a delivery to you! This may affect
delivery times depending on the location.
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7. How are items despatched?
We select the most appropriate packaging for your goods to ensure your order is delivered safely.
Please note that due to the nature of different items your order may be divided into separate parcels
which may be delivered at different times. All items are despatched through Royal Mail.
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8. What happens if I'm out when you deliver?
Any undelivered items will be returned to the delivery depot. They will leave a card explaining
where the parcel is and what to do next.
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9. What are your delivery charges?
For an item or items placed in any one order, we will deliver everything for a standard handling
& delivery charge of £2.50.
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10. Do I get charged for delivery for each item I order?
However many items you request in one order, you will only pay one standard handling &
delivery charge of £2.50. Items may be despatched separately & arrive at different times.
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11. How long once I've ordered before my item arrives?
We aim to deliver your complete order within 21 days of receiving your payment. Embroidered
items may take slightly longer as some of these are made-to-order.
Please note: Lead times are only an approximation as we are unable to guarantee a delivery time
at time of order.
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General
12. How do I place an order?
When you are ready to place an order, print out the mail-order form clearly stating the products that
you wish to order, if applicable select colours & sizes required. Complete the "Customer Details"
section including name & delivery address and mail with full payment to "One Knight Only".
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13. How do I cancel an order?
It is possible to change or cancel an order prior to its despatch. Please call Caroline as soon as
practically possible on 07970 826098. Once items have been despatched then we are unable to
cancel or amend your order.
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14. How do I pay for an order?
When you have completed the mail-order form, send to "One Knight Only" with full payment.
Payment can be made by sterling cheque or postal order, made payable to "One Knight Only".
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15. What happens if an item is out of stock?
All items are subject to availability. Generally, if an item is showing on our website then it is
available to order. During busy times we may be in a position that we cannot supply an item or there
may be an unexpected delay, If this is the case then you will let you know as soon as possible.
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