Your Rights, Privacy and Data Protection
Your right of return or cancellation
We're sure you'll be satisfied with all of our products, but, in the unlikely event you're not, you can cancel an order or return any item as explained here.
You can cancel your order or return an item* for any reason from the time you place the order up to and including the fourteenth day after the day of delivery of the item. If you wish to cancel your order you will need to tell us within this 14 day period. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if the value of the item is reduced as a result of your actions. Please return it to us as soon as possible after giving notice of cancellation (and in any event within the next 14 days). If you return all the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charges for nominated or next day delivery) however, where the return is made via our courier or through a Hermes ParcelShop we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means this will be entirely at your cost.
If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is £3.00 per item.
*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty; bespoke and customised or personalised items, items which have been sealed for health or hygiene reasons once unsealed, and sealed audio, video and software recordings once unsealed.
If anything you order from us fails prematurely due to either defective workmanship or materials we will happily offer you a repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.
We describe every item in our catalogue as accurately as we can. However, occasionally product description or pricing errors may occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we will do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we are unable to contact you we may treat your order as cancelled. Subject to this it is our intention that prices remain valid for the life of this catalogue. All orders are subject to our acceptance. Acceptance of your order and the formation of the contract between you and us will only take place when the goods are despatched to you. Finally, all our products are subject to availability.
Protecting your interests and our complaints procedure
Our aim is to get it right first time, and if we do make a mistake we will try to put it right promptly. If you have a query or complaint, please call our Enquiry Line and one of our advisors will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome over the phone. If we can't, or we need to do some more investigation, we'll confirm receipt of your complaint within five working days and, in most cases, resolve the problem within four weeks.
Complex complaints can take a little longer and if this is the case, we will always let you know when to expect an answer. If together we have not reached an agreement within eight weeks, we will provide you with information about the Financial Ombudsman Service.
You can contact us at any time while your complaint is being investigated, by writing to Service Resolution Manager, Home Shopping Direct, Customer Contact Centre, 23 Hunts Bank, Manchester M3 1AX. Don't forget to include your Customer Number so we can find your records quickly.
We subscribe to the Mailing Preference Service and the Telephone Preference Service.
For staff training and for quality control purposes, your calls may be monitored or recorded.
YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE