POLICIES & RETURNS

Returns to our online store

 

You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us in accordance with the below instructions. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, always within the 14 day period. To do so, simply email us at customerservices@prideoftheskies.com.

You must return the goods to us in their original condition within 14 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 14 days of receipt of the goods).

We will then refund your purchase within 14 days of receiving the returned goods or proof that the order has been returned, whichever is earlier. Any items returned to us must be in their original condition – if they’re not, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

 

1. To make an online return, you need to select a reason from the list below:

 

Return Codes:

A - You sent me the wrong item/size/colour
B - What you sent me was faulty
C - My order didn't arrive in time
D - I'm disappointed with the quality
E - It's a bit too big
F - It's a bit too small
G - Exchange
H - Other

2. Write the corresponding letter into the ‘Return Code’ column against the relevant item on the delivery note that came with your order.

3. Then within 14 days after the date on which you told us that you wished to cancel your purchase (or, if you have not told us that you wish to cancel, within 14 days of the date of receipt of the goods) send the goods you wish to return along with the delivery note to:

Pride Of The Skies

Returns Department 
Sycamore House,

Tissington

Ashbourne

Derbyshire

DE6 1RA
UK

You’ll need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package, we may deduct the amount of such charges from any refund we send to you.

 

Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.

If you need some help or have any questions please contact us, we are more than happy to help.

As long as any goods you send back to us are in their original condition, we will refund your purchase within 14 days of receiving your package or proof that the order has been returned.

Please note that any goods that have been made to your specifications, are a 'special order' or personalised cannot be returned.

Customer Services - we can help you with your return.
Email us: customerservices@prideoftheskies.com
Call us: +44 (0)7539 286656

YOUR LEGAL RIGHTS

Under the applicable EU legislation (including, but not limited to, Directive 2011/83/EU, as implemented in the national laws of EU Member States), you have 14 days (from the date on which you receive your order) to let us know that you wish to cancel your purchase. In this case, we will provide a full refund of the goods including any relevant shipping charges in accordance with this Returns Policy.

Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

Problems with your order

We have a legal duty to ensure that we deliver products that conform with your contract. If we've made a mistake with your order or you have any issues with the goods themselves, the first thing to do is contact our Customer Service Team on:

Email us: customerservices@prideoftheskies.com 
Call us: +44 (0)7539 286656


Once you've explained the fault or problem and given us your Order Number, we'll then give you a Returns Number. You'll need to fill this in, along with some other information, on the Returns Form, which should be in the box your order arrived in.

If your form has gone missing, don't worry. Just email customerservices@prideoftheskies.com and we'll email you a new one. Once you have it, be sure to fill the form in carefully, clearly explaining the problem with the item(s) being returned. If your order was incorrectly packed or an item was faulty and you want a replacement, we'll simply send you the correct item(s) or a new version of what you ordered.

We'll also refund your original delivery charge and any costs you incur returning the item(s). We obviously won't charge you for the delivery of the correct item(s) either.

Important Note:

Any items returned to us must be in their original condition – if they’re not, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Clothing: When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a scent or mark.

Jewellery and watches: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratches by storing in a non-abrasive box or pouch. Handle with care and do not apply unnecessary force.

Please note that any goods that have been made to your specifications, are a 'special order' or personalised cannot be returned.

As long as the goods you send back to us in accordance with our returns policy are in their original condition, we will refund your purchase within 14 days of receiving the returned goods, or proof that the order has been returned, whichever is earlier. If you are a customer in the EU, we will also refund the cost of standard delivery.

This does not affect your legal rights.

Your right to cancel

You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us in accordance with the above instructions. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, always within the 14 day period.

To do so, simply email customerservices@prideoftheskies.com.

Complaints Procedure

Pride Of The Skies hopes that you do not have any complaints – if you do, please contact our Customer Services team on customerservices@prideoftheskies.com who will try and resolve any issues.

© 2019 PRIDE OF THE SKIES.

BBMF/Typhoon images ©Christiaan Lowe Photography (07861) 178499.  Chinook Masthead: © Flt Lt Andy Donovan, RAF Odiham. Typhoon page image © www.vivporteous.co.uk

All other images ©Baile & Taylor

RAF BBMF™ and RAF Typhoon Display Team™ Logo's. These are trade marks of the Secretary of State for Defence and are used under licence

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