Returns
Jo Alexander Returns Policy
We want you to be delighted with your purchase! However, we do understand that there are occasions when you might change your mind or you have ordered in error.
If your order has just been delivered by the Jo Alexander delivery team and you do change your mind at that time, then they can take it away with them completely free of charge.
If you have accepted delivery of a large item (for returns of Concrete furniture - see below*) and you wish to return it, you can do so within 14 days of receipt and a collection charge will be made of £75 (for Zones 1 & 2 - If you live in the postal Zones 3 & 4, please call the office for a collection quote).
*If you are needing to return/swap any of the concrete furniture, there will also be a cost involved but this will be worked out on a case by case basis taking into account 1) Size of furniture and 2) Location - Please call the office for more details.
*All goods/furniture for return must be unused and kept in a secure and dry place and placed back in its original packaging.
For the return of Smaller items, (no more than 1m in length and weighing under 30kg), you can arrange the return via the Post Office at your own cost.
For the return of Medium sized items, please go to the Parcel Force website at www.parcelforce.com. and return at your own cost.
Your refund will be made once the items have arrived safely back at our Warehouse (minus the original delivery cost).
We will be happy to exchange an item for a different product/item within the 14 day period. There will be delivery and collection charges involved and price adjustments made against the cost of the new item. Please contact the office direct to make the necessary arrangements.
(Note: We are unable to accept returns or carry out an exchange on Ex-display or Seconds garden furniture. Such items are 'sold as seen').
What if an item is faulty?
In the rare event that an item arrives faulty or damaged, please notify us within 48 hours of receiving your orer. You may be asked to provide a photograph of the damaged goods initially, but arrangements will be made to repair or replace the damaged item at no charge to yourself, or a full refund will be made if this is your preference. Please keep the Faulty item(s) in their original packaging in a secure, dry place whilst free collection is arranged.
If a fault develops after the 48 hour period please contact us on 01954 267857 so that we can discuss the fault with you and agree the best way forward. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. (Please see our Guarantees section for more details).
How do I go about organising a return item?
Please call the Office to let us know that you are returning the item and your reason for the return. If returning via the Post Office, we strongly recommend that you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received into our Warehouse. Items lost in transit will not be treated as returned. Once received safely back at our Warehouse, your refund will be organised.
If the item is too large to return using the Post Office or Parcel Force Services, then please contact the Office and arrangements will be made for the collection of the item(s) via our delivery team for a charge (see above) - you may need to be at home to hand over the goods on the day of collection.
How long will it take to deal with my refund?
Once your returned item has been received safely back at our Warehouse, we will then aim to action the refund of your monies within 2 working days. For orders that were placed via our Website, monies will be refunded back to your account direct and we will notify you by e-mail to inform you that your refund has been actioned. (Note: it can take up to 5 working days for this to show back in your account so please be patient). If your original payment was made by Cash, Cheque or Bank Card, then a refund will be made either by Cheque or BACS payment.
Vincent Sheppard Products
All Vincent Sheppard products are customised and made to order. You will not be able to change the order once the item/items have been entered into production. PLEASE NOTE: Our usual exchange and refund policy does not apply to Vincent Sheppard products which cannot be returned or exchanged unless faulty - see below.
We require you to check Vincent Sheppard items upon delivery to ensure your items have been delivered safely in transit. All faults must be reported upon delivery of goods.