RETURN / FAULTY ITEMS
We understand that having to return items can be disappointing, so we’ve made the process as simple as possible. Click here to initiate a return.
Returned items will need to meet the below criteria, so please just check these first.
Refunds & Returns
Please read the below conditions carefully. Items may not be accepted for return / refund if they do not meet the below criteria:
- Items must be initiated for return within 30 days of placing your initial order.
- We will only accept returned items that have been booked in through our returns portal and with our customer service team. Please contact email@example.com with any return queries before posting any returns.
- Items must be in their original condition, unworn, unwashed, and unstained. Packaging must be returned with the return items. Apparel and harnesses are required to have all original tags still attached.
- Item marked as ‘final sale’, or ‘clearance’ are not eligible for return unless faulty.
The following items are not eligible to be returned:
- Gift cards
Dan & Sam reserves the right to reject any returned products that do not comply with the above conditions. Rejected items will be sent back to the original shipping address at the customer’s expense.
All customers are responsible for covering any associated postage or redelivery fees when returning items unless the reason for the return is because the product is faulty / damaged. Any original postage costs will not be included in the refund.
We recommend shipping returns via a trackable shipping service as Dan & Sam is not responsible for any lost, damaged, or stolen parcels.
How do I process a return?
Simply click here to create a return.
When will I receive my refund?
Once your return reaches our warehouse, the return will be processed within 7 business days. You will receive the returned funds back to your original payment method within 2-5 business days of us processing the return (depending on your bank). Refunds do not include shipping costs.
My item is faulty, what do I do?
Please click here and fill in the form and we will do our best to deliver your preferred outcome.
If you have further questions, please contact us via email on firstname.lastname@example.org