Returns Policy

We want you to be super stoked with your purchase, so if you’re not 100% happy you have up to 10 days to contact us to arrange for a return of your order in perfect condition and in its original packaging for a refund (which will be processed via EFT transfer minus shipping costs for the return.)

After those 10 days from receipt of your order, you have an additional 5 days to contact us to arrange for return of your goods during which you are entitled to a Prestwich Collection gift voucher of the value of the item minus shipping costs of the return.

Following these 15 days, purchased products are no longer eligible for return.

Several types of goods are exempt from being returned: all Thalia Strates products, all earrings, art prints, publications, gift cards, sales items and gift vouchers.

Please keep in mind

Many of our products are lovingly handmade and as such each will have its own individual characteristics. If you have any questions about a product please contact us and we will help where we can!

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded or returned. If a sale item arrives in a damaged, broken or unusable condition it may be returned at the discretion of Prestwich Collection in exchange for store credit. Please contact us at hello@prestwichcollection.co.za if this is the case.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift voucher for the value of your return. Once the returned item is received, a gift certificate will be emailed to you minus the cost of shipping for the return.

How to arrange for a return

If you would like to return or exchange your goodies (who would have thought?) please contact us at hello@prestwichcollection.co.za. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Prestwich Collection will arrange for a courier to collect your item. Prestwich Collection is not responsible if returned items are lost in transit. You will be responsible for paying shipping costs for the return. If you receive a refund, the cost of return shipping will be deducted from your refund. Shipping costs are non-refundable.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved we will request banking details for the refund, then your refund will be processed, and an EFT transfer (minus shipping costs) will be made to you.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@prestwichcollection.co.za. All refunds will be processed once the return has been received and assessed in good condition by Prestwich Collection.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at hello@prestwichcollection.co.za to arrange this.

Damaged or Defective Goods

If your order arrives and you believe it to be damaged or contain a supplier fault please contact up within 3 days of receipt at hello@prestwichcollection.co.za and include a photograph and a description of the issue.
Please note that returns/exchanges/repairs are at the discretion of Prestwich Collection and the supplier – if Prestwich Collection and/or the supplier believes that the damage has been caused by the customer (abuse, neglect, overuse etc) we ill sadly be unable to rectify it.

Gift Vouchers

Gift vouchers are not refundable for cash and are valid for 3 years from date of purchase.