Please find below details for returns of purchases made online or over the phone.
We want you to be completely satisfied, but given the varied nature of the items we sell, there isn't one set of return instructions we can give, so if you are not satisfied with your purchase for any reason, in the first instance please contact the customer service team on 0345 6052505 or the email below and we will advise on the best course of action.
PLEASE DO NOT RETURN DAMAGED ITEMS BEFORE MAKING CONTACT WITH US, AS WE MAY BE ABLE TO SEND REPLACEMENT PARTS. IF YOU CAN EMAIL US A DIGITAL PHOTOGRAPH OF THE DAMAGE AND/OR ANY PARCEL DAMAGE THIS MAY HELP SPEED THE PROCESS.
Please note that if you intend to return an unwanted item for a full refund, then you must let us know in writing within 14 days of receipt and then return the item to us without undue delay and in any event no later than 14 days after the day on which you informed us of the cancellation. This is at your own expense and it is your responsibility to take reasonable care in the return of the goods, ideally in the original packaging. It is wise to obtain proof of posting. Provided the item is returned to us in a sellable condition you will then be offered a refund or alternative item. We recognise that at seasonal times it is not always possible to keep to the 14 day rule, particularly when gifts are concerned so for instance, for gifts bought in December 2016 we will entertain advice of unwanted returns until January 7th 2017, but please do call us to discuss any concern you might have. Please click here to download our standard cancellation form and for bespoke or made to order items please click here.
Depending on the size of the parcel and where you live, we may be able to offer a local shop drop off a one of over 2,500 place, please call for details and have the measurements of your parcel (w x d x h) and your order number ready. Provided the parcel is no larger than 60 x 60 x 60cm, you have access to a printer and you live on the UK Mainland (see here for further information) the charge for this service is £8.50 which maybe cheaper and more convenient than posting it yourself. We also can offer a collection service from your home, but the charges here do vary (from £15) so call for further information.
Please note that your right to return Products does NOT apply to Products that fall into the following categories:
* Goods made to your specification (for example, water features, letter boxes, house signs)
* Perishable goods (for example plants and food)
* CD, DVD, tapes or other recording media, software or videos if their seal is broken.
* Specific Outdoor Furniture and outdoor decor items which are considered bespoke/made to order and/or where you have been advised of our cancellation policy.
Returns should be made in the original, undamaged packaging, and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale by us. Please note that we do not typically sell off goods damaged in this way and therefore in the event of packaging that is essential to the product presentation, the percentage reduction could be significant (although no larger than replacement packaging if available to us). It is essential that you take reasonable care in the return of the goods. Anything in plastic wrapping can be classed as consumed if the wrapping has been removed unnecessarily and therefore may not be eligible for a refund. The cost of returning the unwanted items remains with the customer. If you are in any doubt please call us for advice.
Returns address: The Worm that Turned Ltd, Returns Dept, 135-137 Wollaton Street Nottingham NG1 5GE. Please note that we cannot take personal returns at this address without prior appointment.
These instructions do not affect your statutory rights but are designed to make the process as simple as possible for all.
For purchases made in our shop or a 'pop-up' shop:
Please call the shop on 01159 482800 or call in with the goods and your proof or purchase. Please note that returns for items bought in the shop are treated differently to 'distance' purchases as the goods can obviously be inspected in store before purchase. If you are not sure about an item (for fit/colour etc) then please let us know before purchase so we are aware the product might be returned. If an item is unwanted and in our opinion capable of being resold within a short period, then we may offer you a credit note against a future purchase, however this will depend on the item and the season.