Returns

Hassle Free Returns

You do not need to contact us prior to returning an item unless
it is faulty or you have received an incorrect item.



Returns for customers in the United Kingdom
Returns for customers outside the United Kingom
Frequently Asked Questions


General

Our Goodwill Returns Policy is here because we want our customers to be happy with their purchases. If you are unhappy with something you have ordered from us for any reason please return the product to reach us within 28 days of the date you placed your order, unused, unworn, in original saleable condition, with tags intact, with the item packaged so that it reaches us in the condition you would expect to receive it, as though you were sending a fragile gift to a friend. All you pay for is the cost of the return postage. We will process your refund as quickly as we can but please allow 28 days for the processing of your return and refund to appear on your card statement from the date of receipt of your return. Please note that this is a discretionary policy and items need to be returned within 28 days or we will be unable to refund you under any circumstances.

On the rare occasion where you may have received an incorrect or faulty item, please contact us first by email at shop@littlesunflowers.com

If you need to return an item to us which you did not order, or for any other reason which is our fault, we will pay for the cost of returning it to us, but please contact us first and we will advise how the item should be returned to us.

Please don't hesitate to contact us on +44 (0) 1435 810199 or email us at shop@littlesunflowers.com if you would like any advice about shipping or returning goods.


For Customers Inside the UK

Return items to us at:
      Customer Returns
      Little Sunflowers
      High Street
      Horam
      TN21 0EZ
  • Please ensure you send your return via an adequately insured method when sending an item back to us as we cannot be responsible for returned goods which we don't receive and cannot refund you if your item is not received by us. Details of which service you should use to adequately insure your return are here: http://www.royalmail.com/price-finder

  • If you need an item exchanged quickly we advise you to send it by first class post or Special Delivery, and/or order the goods you want in exchange through our site whilst the stock is available - you will be refunded for the original order when we receive it. If you need to know immediately when a return is received you should send the item via a tracked method and check the tracking yourself for confirmation of delivery to us.

  • We are unable to confirm receipt of returns. We can however put items aside in anticipation of an exchange, but will only do so for a period of 7 days after which the item put aside will be released for sale again if your return has not been received. Once we receive your returned package and it is being processed by us we will advise you by email and if an exchange is requested this will normally be despatched within one working day.

  • If you have used a 20 loyalty voucher and then return goods from the previous order to which the flower credits relate such that your total flower credits at that stage would not in fact have been 6, then the 20 gift voucher will no longer be valid and will be deducted from your refund.

  • If you have benefited from Free Express Delivery and you subsequently return items which brings the order total down to below the value for Free Express Delivery, we will apply the Express Delivery charge to your order and deduct it from your refund.

  • Please note: we cannot offer exchanges or refunds for used, worn or customer damaged goods.


For Customers Outside the UK

Return items to us at:
      Customer Returns
      Little Sunflowers
      High Street
      Horam
      TN21 0EZ
      United Kingdom
  • Please follow guidance from your local mail company to ensure any item or items returned are insured to their full value in the event of loss - we cannot refund for goods which we do not receive under any circumstances.

  • If you are outside the EU please ensure you mark the customs declaration on your returned package as "RETURNS" or we will be charged Duty & VAT on your returned item which we reserve the right to deduct from your refund.

  • If you have benefited from Free Delivery and you subsequently return items which brings the order down to below the value for Free Delivery, we will apply the relevant Delivery charge to your order and deduct it from your refund.

  • Please note: we cannot offer exchanges or refunds for used, worn or customer damaged goods.


Frequently Asked Questions

Do I really need to get a Proof of Posting in the UK?
What if I just send goods with a value above 20 by standard first or second class post?
What if I have lost my proof of posting?
If my package is lost can't Little Sunflowers refund me and then claim for the missing package themselves?
Will I be charged anything for postage if I need an item exchanged?
What if I received the item from you as a gift from someone else? How do I exchange it?
How do I ask you to put goods aside in anticipation of an exchange?
Are there any circumstances in which you wouldn't issue a refund or exchange?
You say you have a Goodwill Refund Policy. What does that mean exactly?
Why do you say to allow up to 28 days for my refund to be processed and appear on my card statement?
You say you have issued a refund but the monies haven't appeared on my bank statement?



Do I really need to get a Proof of Posting in the UK - why can't I just put the return in a post box?

This advice is based upon years of packages going back and forth and (sadly) some of them going stray. It is for your own protection, but obviously it is your choice. You can pop your return into the post box but we need you to understand that the risk is entirely yours if the package doesn't arrive safely back with us - we would not be able to issue a refund if the package didn't arrive with us, and you would not be able to claim from Royal Mail either if you could not prove that you posted it.

What if I just send goods with a value above 20 by standard first or second class post?

Again, the advice is based upon what we have experienced over the years. If you decide to do this and the package doesn't arrive back with us you will need to make a claim to Royal Mail yourself and, assuming you have proof of posting, Royal Mail will only honour your claim up to 20 because of inadequate insurance. And if you didn't get proof of posting then you couldn't claim anything :(
Detailed information on the claims process with Royal Mail is here:
http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/lost-item-compensation/lost-items

What if I have lost my proof of posting?

It is your responsibility to keep your proof of posting safe. Regrettably we cannot refund for goods which don't arrive with us under any circumstances, and Royal Mail will not honour a claim if you cannot prove that you posted them.

If I have proof of posting and the parcel is lost, can't I just send Little Sunflowers the proof of postage, Little Sunflowers refund me and then claim for the missing package?

Regrettably we can't. Royal Mail will not accept claims from anyone other than the sender of the goods.

Will I be charged anything for postage if I need an item exchanged?

No. All you need to pay is the return postage. We will cover the cost of sending the exchange to you.

What if I received the item from you as a gift from someone else? How do I exchange it?

If you wish to exchange for a larger/smaller/different item that is no problem provided the garment is unworn, unwashed and has its original tags intact.

Contact us at shop@littlesunflowers.com stating the name of the person who gave you the item (so we can locate the purchase) and return it to us at:
    Customer Returns
    Little Sunflowers
    High Street
    Horam
    TN21 0EZ
    United Kingdom
Please include a note confirming what you wish to exchange the item for and the delivery address for the exchange. If you wish to exchange for a more expensive item we will arrange with you how to pay the difference. We can only make refunds to the card of the person who originally purchased the item, but we can give you a credit note or gift voucher to use for a later purchase if you do not wish to exchange straight away. The exchange or credit note will be for the price the person paid when they purchased your gift (so if, for example, they used a discount code or the price has increased since they bought it, your exchange/credit note will be for the lower amount that your friend paid when they bought the goods from us).

How do I ask you to put goods aside in anticipation of an exchange?

Please email us with your order number, the item you're returning and the item you want in exchange and we will put it aside for you. If you're in the UK we'll keep the item aside for 7 days and if you're outside the UK we'll do so for 14 days.

Are there any circumstances in which you wouldn't issue a refund or exchange?

We cannot exchange/refund if the goods don't arrive back with us. We also can't offer exchanges or refunds if the returned goods are not in resalable condition (for example they have been poorly packaged and arrive badly creased, are damaged, have been worn, have been washed, smell of cigarette smoke, smell of food, their tags are missing...) or do not have their tags attached or included with the return. Basically they need to be in the same condition as you would expect to receive them. If they are not we will not be able refund you and we will return the goods to you.

You say you have a Goodwill Refund Policy. What does that mean exactly?

Our Goodwill Refund Policy is in addition to your legal rights under the Consumer Contracts Regulations 2013 (previously the Distance Selling Regulations) and gives you more than you are legally entitled to. We offer this because we want our customers to be delighted with their purchases and to make it easier for them to return something they don't want to keep for any reason at all.

Why do you say to allow up to 28 days for my refund to be processed? Why don't you refund me immediately when the goods arrive back with you?

Usually we process refunds within a day or two of the goods arriving back with us. However at busy times we give priority to despatching orders, just as we would have given priority to despatching yours. We don't delay refunds for any monetary gain, we simply batch refunds together and action them at quiet times which is why we ask for your patience.

You say you have issued a refund but the monies haven't appeared on my bank statement?

When we issue a refund the monies leave our account immediately, however some banks take longer to process the money back into your account than others (and overseas banks can take a little longer). If you are concerned we can provide you with the refund transaction number so that you can pursue the matter with your bank. Please be assured that, if we tell you we have processed your refund, than we have done so.


In addition to this policy you have added protection as a consumer as follows:

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone from us:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods from us.

Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel your contract, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

You can cancel by email: shop@littlesunflowers.com , or call 01435 810199, or write to:

Little Sunflowers
High Street
Horam
TN21 0EZ
United Kingdom

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). So for example, if you have selected Express Delivery, this charge will not be refunded to you and if you have benefited from free Express Delivery this charge will be deducted from your refund.

We may make a deduction from the refund for any loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the refund no later than 14 days after the day we receive the goods supplied back from you.


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