Frequently Asked Questions

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 cancel an order?
13. 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.

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

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.

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.

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).

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.

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.

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.

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 £3.

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 £3. Items may be despatched separately & arrive at different times.

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.

General

12. How do I cancel an order?
Sometimes it is not 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.

13. 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.