Delivery and Returns Policy

A: DELIVERIES

Delivery Policy

When you have chosen the Products you want to buy from us, the delivery address will default automatically to the billing address you have entered for your payment card. There is an option to change the delivery address during the check out process should you wish us to deliver you Products to an alternative address.

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.

Although we can deliver to the Scottish Highlands & Islands, Northern Ireland, Republic of Ireland, Isle of Man, Isles of Scilly, and the Channel Islands, delivery to these locations may take up to 10 days. Please note we do not deliver outside of the UK.

Delivery Options

*For orders weighing over 15 kilos, there will be an additional charge of £3.95 per every 15 kilos.

Although we will make every reasonable effort to ensure your Products are delivered within the set timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting our delivery partner. Under these circumstances, delivery charges may not normally be refunded. If order tracking is not available, please wait the full 5 working days for your delivery to arrive.

Tracking your Order

You can check your order status by logging into your Store Twenty One account. If you have trouble finding out the status of your order or tracking its progress, please email Customer Services by clicking here.

B: ORDER CANCELLATION AND RETURNS

Your legal right to cancel your order

In accordance with the Distance Selling Regulations, for most Products ordered via our website, you have the legal right to cancel your order within 10 working days of the day after you received the Products ("Cancellation Period"). However this right does not apply to certain items such as personalised products, perishable goods or items that cannot be returned for hygiene reasons (see below). If you wish to exercise your right to cancel your order, you need to inform us in writing within 10 working days starting the day after you received the Products. You must take reasonable care of the Products and immediately return them to us in accordance with our Returns Policy below.

Return of the Products within the Cancellation Period will be considered to be notice of cancellation under the Distance Selling Regulations.

If you cancel your Contract, we will refund the full price you paid for the Products, using the same method you used to pay for them, within 30 days of us receiving notification of your cancellation and/or the returned Products.

Returns Policy

We hope you will be delighted with everything you have bought from us, but if you are unhappy with your Products for any reason, you can return them to us in accordance with the following returns policy.

Returns by post

You can return Products by post within 10 working days of the date on which you received the Products and will receive a refund only. Products must be returned in their original condition and with their original packaging. Please ensure that the dispatch note is returned with the Products as proof of purchase. The dispatch note can be found as part of the documentation that is included with your Products. Please also complete the web return form as per instructions below.

Other than for defective Products or items that have been delivered incorrectly by us, you are responsible for the cost of returning Products to us. This includes any postage charges incurred to return an item(s).

We are unable to accept responsiblity for items which are lost or damaged in the post. You must ensure your items are securely packaged and obtian a proof of posting.

How to Return an Item:

Step 1. Fill out the return reason on your dispatch note that arrived with your items.

Step 2. Repack the item along with the dispatch note in its original packaging. We need the dispatch note to process your return.

Step 3. Unpeel the returns label found together with the dispatch note, and stick this over the original address label on the packaging.

Step 4. Securely reseal the original packaging. If the packaging is damaged and cannot be reused please pack your items securely in alternative packaging.

Step 5. Post it back to us at your local post office, we would recommend send it via Special Delivery for high value items.

Store Twenty One
Internet Returns Department
Tureck House
Drayton Road
Shirley, Solihull
B90 4NG

We will refund the full price you paid for the Products, including the cost of the initial delivery to you using the same method you used to pay for them, within 30 days of our receiving notification of your right to cancel your order and/or the Products.

Return to Store

We are sorry but items bought via our website cannot be returned or exchanged in store.

Exchanges

No exchanges can be made via the fulfilment centre (this is because we cannot guarantee stock levels)

Reasonable care

You have a legal obligation to take reasonable care of the Products while they are in your possession. In all cases, the items returned must be in their original condition. The Products are your responsibility until they reach our warehouse. All returned Products will be inspected on return and we reserve the right not to refuse a refund for any item deemed by us to be in unsuitable condition, for example if the garment holds on odour or if tags/components have been removed. We will not consider that you have taken care of the Products if they have been used to an extent beyond what would be reasonable when examining the goods in a shop before purchase.

• You can open the packaging to look at and try on the Products as you would in our store.

• You must not try on the Products wearing strong perfume / aftershave or a deodorant which may leave a scent or marks on the Products.

• Shoes must not be worn outside and no scuffing should appear on the sole.

• Tags should not be removed from any item unless you wish to keep the Product.

• The original packaging should be retained and returned with the Products.

• Pierced jewellery must not be worn.

For hygiene reasons, undergarments and swimwear products can not be returned.