Returns & Replacement Policy
Samuel & Williams Online Ltd
Samuel and Williams are proud to offer our audience the finest quality products.
However, if you are not completely satisfied with your purchase, simply return it unworn and unlaundered within 7 days of the order date on your confirmation email for a refund or exchange.
We require all registered users to schedule a return, by emailing us at firstname.lastname@example.org, adding images of your returns. Ensure you include all possible information, including order number, name and details about wanting a refund, reason for return or what you would like to exchange it for.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.
As soon as we receive the returned item with notice of your cancellation of this order, we will refund the purchase price for that item. We do not refund the item's normal postage charge to you unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.
If your item is returned to us due to you not being available for delivery and then not collecting at your local delivery provider, or refusing the delivery, we will first offer you the chance to have it re-shipped for the cost of the postage again, or failing that, we will refund you minus the original postage charge.
Please also note, if your order has qualified for free shipping, and the cost of your returned items take you below the free shipping threshold, your refund will be given minus the shipping cost for sending the item to you.
If you require an exchange, please note all information including size that you require. If we cannot fulfil this, we will refund the item.
If you have qualified for free shipping and require an exchange, we will either have to charge you for shipping via a gift card, or we will refund you the item cost and you will need to re-order.
Please note, the box that you receive the item in is not a gift box. These boxes do get damaged in transit, and you are not charged for this box. It is a secure way of posting the item(s) to you. Please do not rely on this box being in a state for a gift box.
Please ensure your return includes the box that was sent with the hat for protection, or another form of box for protection upon returning. If your hat is damaged during return, we may not be able to provide you a refund/exchange.
Some purchases (such as apparel) do not include a box.
When you send your item back to us, we'll inspect and process the returned item. You can expect a refund in the same form of payment originally used for purchase within three weeks of us receiving your return. If the refund does not appear in Your Account after four weeks from the day you sent us your return, please Contact Us for further assistance.
Please note, should you return an item purchased using reward points, you will not be refunded the cash equivalent of the reward points spent.
How Refunds Are Calculated
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs.
Samuel & Williams Online, will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
Samuel & Williams Online will only send you a replacement for a damaged, defective or incorrect item once you have returned the item to us and we have received and checked it.
Items returned within the 14 day period
Where you are withdrawing from your purchase within the 14 day period, and there has been no error on our part, we will refund the cost of the item but not the cost of sending the item to you. This returns policy does not affect your statutory rights.
Damaged / Defective / Incorrect Items
Prior to returning your goods, please contact Customer Services to discuss further. Please note that you may be asked to provide a photograph of the damaged/defective/incorrect items.
If the item was damaged in transit:
If you take delivery of a Samuel & Williams Online package and the contents have been damaged in transit, you can return the item(s) to us within 14 days of receipt for exchange. Complete the Returns Form for your item, giving the reason for the return as "Item Faulty/Defective".
If the item is defective:
In the unlikely event that you have a faulty item, you can return the item(s) to us. Complete the Returns Form for your item, giving the reason for the return as "Item Faulty/Defective"
If we sent you an item you did not order (an "incorrect" item):
In the unlikely event that you have an incorrect item, you can return the item(s) to us unworn and unlaundered in the original packaging and we'll make sure you are not charged for it. Complete the Returns Form for your item, giving the reason for the return as "Item Incorrect". Once we receive the incorrect item we will dispatch the correct item.