OnPoint UK, UK, USA & Europe deliveries are usually sent via Royal Mail.
- Standard UK Delivery: £5.95 (3-5 working days)
- USA Delivery £25.00 (15-20 working days)
- Europe Delivery £15.00 (15-20 working days)**
**Any other countries not listed in the above, please email: firstname.lastname@example.org and we will confirm a price with you.
In order to protect both parties we encourage you to refuse any delivery that may seem severely damaged or tampered with in any way.
This includes any severe holes in the packaging or where the parcel may have been opened, ripped and re-taped.
Once you have refused the delivery, please contact us immediately to resolve this issue and raise an investigation.
Please be aware that we will not be held responsible for any package that is damaged or tampered with and then signed for by yourself.
If the courier has attempted delivery at the address you provided and your order is returned to us, through the order being refused no no-body present during various delivery attempts, please contact us and you will be issued a refund for your order minus any original delivery charges paid.
If you have provided insufficient address details and your order is subsequently returned to us, you will be issued a refund for your order minus any original delivery charges paid.
You will have 14 days from receiving your order to report any issues such as severe damage or defects to the outer packaging or missing or damaged items within your order. We will not be held responsible for any issues reported after this period. When reporting these issues to us please ensure you have photographed the issue as we will ask for this evidence to conduct our investigation. This does not affect the regular returns policy timescale.
We have created a 21 day returns policy to ensure you have an adequate amount of time to return a product for exchange or refund.
If you request a refund of the original purchase price, this will be issued back to the original payment method (excluding the original postage that has been paid).
On the rare occasion, some refunds may take longer than expected to process, however all refunds will be processed within 10 working days from the time of receiving your item(s).
This returns policy applies to all our customers worldwide.
This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
You must comply with the following check points to enable receiving a refund or exchange:
- We receive the returned product(s) within 21 days from the original date of delivery.
- The returned product is unused and within its original packaging. All original labels intact and in a condition to resell the product.
- Please include our completed returns form within the parcel with your returned item.
- You comply with the returns procedure set out below; and
- None of the exclusions set out below apply.
A refund will be issued for the full price of any product that is returned to us in accordance with the terms of this returns policy (excluding the original postage charge and excluding the costs of returning a product to us).
All requested refunds are issued back to the original payment method within 10 working days of receiving the parcel. If you feel we have not acted within the stated timescale in issuing your refund, please email our customer service team on: email@example.com who will assist you further.
Unless the item is deemed faulty and a fault of OnPoint UK, the cost of postage will be deducted from any refund, even during postage offers.
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
We will not refund or exchange the product
We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product
If we do not receive payment of such additional amount within 21 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
If you have any questions regarding our Refund & Returns policy please contact us at: firstname.lastname@example.org
Please note that we CANNOT accept returns or exchanges on underwear or swimwear due to hygiene reasons.
Please note ANY items returned covered in animal or human hair may NOT be exchanged or refunded.
Please make sure the item that you intend to return is not visibly worn, damaged, marked in any way with pen or grease, make-up, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item unsaleable.
If you return your item(s) beyond the 21-day period or what we deem to be a non-sellable condition, we will hold the item(s) until a minimum of £4.50 returns postage charge is paid to have this dispatched back to you. Our Customer Service Team will be in touch to advise you of this.
Don’t worry, you can exchange for an different item by filling out the exchange section of our returns form and return any item to us by post.
When we receive your item, we aim to dispatch your exchange request within 5 working days. You will also receive a confirmation email from our Customer Service Team confirming receipt of your parcel.
If under the unfortunate circumstance, you receive an item that is faulty, please contact our customer service team on email@example.com who will be able to assist you further. We will then advise on how to proceed with the return.
You have 21 days from receipt of the faulty item to return it to us for a refund or exchange. Upon OnPoint UK receiving your faulty product, we will happily reimburse the returned postage cost.