Failed Delivery & Returned Parcels
It is the customer’s responsibility to ensure that all delivery details provided at checkout are accurate and complete.
If a parcel is returned to us for any of the following reasons:
- Incorrect or incomplete delivery address
- Failure to collect from the local Post Office after Royal Mail notification
- Refusal of delivery
- Addressee not known or inaccessible address
We reserve the right to:
- Re-send the parcel – subject to payment of a new delivery charge; or
- Cancel the order – and issue a refund for the goods only, minus the original delivery charge and any return fees incurred.
If a parcel is delayed or lost due to Royal Mail error and not customer fault, we will investigate and resolve this in accordance with our legal responsibilities, including arranging a replacement where appropriate.
Returns & Refunds
Your Right to Cancel (Distance Selling)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for any reason.
To request a return, you must notify us in writing via email within this 14-day period, clearly stating your order number and intention to return.
Returned items must:
- Be unused and in original condition
- Be returned in original packaging where possible
- Be sent back within 14 days of your cancellation notice
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
Refunds
Once we receive and inspect your returned item, we will process your refund within 5–10 working days. Refunds will be issued to the original payment method.
Original delivery charges are non-refundable unless the item is faulty or incorrectly supplied.
Faulty or Incorrect Items
If you receive an item that is damaged, faulty or incorrect, please contact us within 7 days of receipt with your order number and photographs of the issue. We will arrange a replacement or refund at no additional cost to you.
Contact Us
For any delivery or returns queries, please contact:
Email: info@norfolksocks.com
We aim to respond to all enquiries within 2 working days.
Norfolksocks reserves the right to update this policy at any time. Any changes will be reflected on this page.
