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    Returns Policy

    Returns
    To be eligible for a return & refund, your item must be unused and in the same condition that you received it. It must be returned in the original packaging and return requested within 14 days of the delivery date, Any damage to your item or items must be reported to both the seller & the courier who delivered & damaged within 24 hrs of delivery. 

    Several types of goods are exempt from being returned.
    Gift cards

    To complete your return, we require a receipt or proof of purchase.

    There are certain situations where only partial refunds are granted (if applicable)
    Doors with obvious signs of use or have been cut to down in size to fit.

    Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    Any item that is returned more than 14 days after delivery

    Refunds (if applicable)
    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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    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 sales@thedour.co.uk

    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges (if applicable)
    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@thedour.co.uk and send your item to: THEdoûr - 2 Halls Nook, Rosemarket, Milford Haven, SA73 1JR, United Kingdom.

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

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping
    To return your product, you should mail your product to: THEdoûr, 2 Halls Nook, Rosemarket, Milford Haven, SA73 1JR, United Kingdom.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

    We are sorry to hear that you are not satisfied with our product or service. Please complete the form below to help us resolve your issue as quickly as possible.

    Golden Fleece Online Ltd / THEdoûr Bespoke Customer Complaints Form

    Customer Information

    Nature of the Complaint

    How Would You Like Us to Resolve the Issue?

    Supporting Evidence

    Thank you for your feedback. 

    We will acknowledge receipt of your complaint within 2 working days. This acknowledgment will confirm that we have received your complaint and provide an estimated timeline for resolving the issue. For more information see our complaints procedure available on our website.

    For further assistance, please contact us at:

    - Email: support@goldenfleece.online

    - Phone: +447488885106

     

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