Shipping & Returns

Dispatch of goods and services

Delivery times can vary greatly depending on the service of the Postal Services in your country. We aim to dispatch your order within 5 days but some items such as our Cashmere Rugs & Stoles tend to be within 14 days. Goods will be dispatched by Airmail for delivery outside the United Kingdom and by Royal Mail postal service for delivery in the UK unless you have selected the express delivery option at checkout.  A confirmation email will be sent as soon as your has been despatched.

Quality of Goods and Services and Returns Procedures

Our aim is that all Glen Prince customers will be completely satisfied with the quality of the goods that they buy from us. If you are not satisfied with the quality of an item or if an item is faulty or is not what you ordered, we are happy for you to return it.

UK Consumer Protection (Distance Selling) Regulations 2000

In law you have a separate right of cancellation during a "cooling off" period. If you wish to cancel for any reason you have seven clear working days to let us know. If you wish to cancel under this provision, please advise us by e-mailing us at sales@glenprince.com The seven days start the day after the goods are delivered. We will let you know the address to return the items to. You must return the goods to us, at your own expense and take care of the goods as they must be returned in their original condition.

Refunds

When we refund a credit card payment, the amount to be refunded will be credited to your credit card account that you made the payment on.  On receipt of returned goods we will refund within 3 days of receipt. In every case we will refund within 30 days of cancellation.

Application of VAT (Value Added Tax)

For EU countries (including the UK) VAT is payable on all items. Non EU countries will not be charged VAT unless delivery is to an EU country.

HOW TO CANCEL / RETURN GOODS

  • Please email sales@glenprince.com or tel: +44 (0)1935 461900 or fax: +44 (0)1935 478043
  • Please quote as much information as possible including your order number, name, address telephone number and email address and the reason for the return
  • For returns please return the goods as soon as possible using your postal service and advise us the tracking number.
  • Unfortunately, we cannot refund your costs for the return of goods that are not faulty.  However, we will always refund your return carriage for faulty goods. Please remember to send us your postal receipt so that we can refund to you your credit card the full postal charges.  Please note: please do not use a COD option as no cash is available at our offices to pay on receipt of your goods.