Customer Enquiries

For any customer enquiries, Autumn Down can be contacted by the following means: By telephone on 0208 331 0888. Office hours are Mon-Fri 9am-5.30pm, Sat 9am-3pm. A message can be left outside these hours and you will receive a call back from a representative of Autumn Down by the next working day. Alternatively, you can write to us at Unit 3, 26-42 Plumstead High Street, Plumstead, London SE18 1SL or email us at enquiries@autumndown.co.uk

Delivery

When ordering via the website, by mail order or over the phone, please allow up to a maximum of 28 days for delivery. In most cases, we will endeavour to deliver within 7 to 10 working days. Goods will be delivered by Business Post Express. All goods are insured by Autumn Down until delivery is made. In the event of a non-delivery Autumn Down have the ability to track the parcel and where necessary, make a claim for any losses that may be incurred. Any replacement orders will only be sent once Autumn Down has received confirmation from the deliverer that the loss is not irrecoverable. Autumn Down are not liable to pay any customer for any loss (financial or otherwise) suffered by them through the loss of the ordered item.

In the UK, orders over £100 are free of charge. Any orders under £100 will be charged dependant on the service level requested by the customer. For overseas deliveries, charges will be dependant on the destination. All charges will be discussed with the customer prior to confirming the transaction.

 

For any orders delivered free of charge only one delivery attempt will be made. Please ensure someone will be available to sign for delivery. If this is not possible please ensure you place special delivery instructions to leave with neighbour, in porch, in garden etc – or a alternative convenient delivery address for you where a signature is obtainable. If we have to re-deliver, £6.99 will have to be charged or you will need to arrange to collect from courier’s depot.

Payment

In the majority of cases, payment to Autumn Down will be made by Visa, Mastercard, Switch, Delta, American Express or Visa Electron unless otherwise agreed.

Returns

Under the Consumer Protection (Distance Selling) Regulations 2000, the customer has the right to cancel their order and receive a full refund for any item, apart from any personalised items. The customer may cancel the order by confirming in writing to Autumn Down by post or email at any time up to, and including the seventh day on which the customer receives the goods. Contact details are as above. If the customer exercises their rights to cancel, they must immediately return the goods to Autumn Down in the same way as they have received the goods from us (at their cost). Please note, under these regulations, the customer is responsible for condition of the goods until Autumn Down receives them.

For any returns of any unused/ unwanted products to Autumn Down, the customer MUST inform us within 7 days of receipt of goods and RETURN the goods back to Autumn Down within 14 days of date of invoice. All goods must be returned in their original packaging and in their original condition. The customer is responsible for the condition of goods prior to their return and for insuring or bearing the cost of the goods until Autumn Down receives them. The customer is also responsible for the cost of any postage and packaging when returning the goods unless otherwise agreed. Please note: Where Autumn Down will be happy to refund the total value of the goods, we are unable to refund delivery costs.

On receipt of the goods, if in our opinion, they have been used, soiled, damaged or altered in any way making them unfit for resale, Autumn Down reserve the right to withhold any refund due to the customer. We will write to you via post or e-mail within 14 days of any such intentions and will detail any refusal for refund. During any period thereafter the goods will be retained at Autumn Down for a maximum of 30 days and will be available for inspection by any interested parties, experts or witnesses. Thereafter, unless the subject of any legal claims, the goods will either be destroyed or at the request of the customer, be returned at their cost following the signing of a release form provided by Autumn Down.

We do not accept returns for any bespoke products made to order. They cannot be exchanged or refunded. In the unlikely event that any customer is not happy the product made we will endeavour to correct any discrepancies in the design. If you feel the product hasn’t been made to your satisfaction, please contact us immediately on 0208 331 0888.

In all cases, it will be deemed that these terms and conditions have been read and understood and that no further notification will be given unless specifically requested by the customer.

According we advise that the customer prints a copy of these terms and conditions for their records for future reference.

Autumn Down

a: 26-42 Plumstead High St
Plumstead
London
SE18 1SL

e: info@autumndown.co.uk

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