STORE POLICY

GOLD AND ME Customer Returns

 

We kindly advise entering your order number, for example "#12345678", and email address to start the process. Please place all order documentation inside the box and securely adhere the waybill and/or commercial invoice, if applicable, to the outside of the parcel.

 

We operate a consolidated complimentary return service meaning that once your return tracking states 'delivered' to our hub this will be returned to our warehouse to commence the routine quality checks and exchange/refund processing. Kindly note that this process may take 10 business days. Once your refund has been issued, funds may take 7 to 10 business days to show in your account depending on your bank. 

 

If you wish any further details on your order and/or assistance with a query please, email customerservice@thepepites.com and include:

• Order number

• Name the order was made with

• Email address the order was made with

• Your request

Articles must be unworn, unused and in a sellable condition, with all original tags attached. We do not offer returns, refunds or exchanges for items bought at a reduced or sale price. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer.

The customer is responsible for shipping returns, all shipping costs for the return will be at the customer’s expense.

Once we receive the item, you will be refunded within 5 - 7 business days to the original payment method. Please note that refunds may take longer to appear in your account, depending on your credit card issuer. We will immediately notify you on the status of your refund after inspecting the item. When we process the refund, we will return the price stated on our website at the time of the purchase, we will not include the cost of the original postage and packaging. Please note that return processing may take additional time during peak seasonal times.

You may use any postal service at your own risk, GOLD AND ME cannot takes responsibility for items damaged or lost in the return transit. Please make sure all return packages are sent with a trackable, insured service and items are well packaged.

Orders returned to us without a return authorisation may face delays in processing. GOLD AND ME reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email.

 

 

 

 

 

 

 

EXCHANGES

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We kindly advise contacting us within 14 days of delivery by email if you would like to exchange an item and please, email customerservice@thepepites.com and include:

• Order number

• Name the order was made with

• Email address the order was made with

• Your request

All returned goods must be in alignment with our usual returns policy including shipping. A refund will be processed without the shipping and packaging costs. A new order must then be placed for the new item required.

Faulty Items

If any items are damaged, defective or incorrect, you must contact us within 7 days from the order. We display photos of our products on our website for guidance only - minor differences between the photograph and the received product do not count as defects.

If you have received a damaged, defective, or incorrect item please email customerservice@thepepites.com and include:

• Order number

• Name the order was made with

• Email address the order was made with

• A photograph illustrating the damage

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Cancelling OrdersIf you wish to cancel your order please, email customerservice@thepepites.com and include:

• Order number

• Name the order was made with

• Email address the order was made with

• A photograph illustrating the damage

Kindly note that we may not be able to guarantee your cancellation as your order may have been despatched prior to receiving tracking information.