Website Delivery, Returns & Exchange Policy
One Nine Eight Five will always try to have our products in stock however all orders are subject to availability and we will inform you immediately if we are unable to fulfill your order.
DELIVERY
Currently we deliver in the UK and Europe, please note that we do intend to deliver worldwide very soon.
We offer free UK delivery on all orders. We use a trackable courier service, either UPS, Parcel Force or Royal Mail, therefore a signature is required. Once you have made an order with us we will send you a confirmation email stating the product/s ordered, payment and delivery method. Another email will follow confirming a dispatch and estimated delivery date. Dispatch is normally 1-3 working days from your payment clearing.
Please ensure that there will be someone present to sign for the goods at the given delivery address. Our courier will make 3 attempts to deliver your parcel, usually on consecutive days. If all 3 attempts have failed and the parcel remains uncollected it will be returned to us. We reserve the right to invoice you for the returns postage cost and the cost to redeliver your order.
Someone else can sign for your delivery but One Nine Eight Five accepts no responsibility if the signature received at the delivery address is not the recipient, and will consider this parcel as correctly delivered.
One Nine Eight Five takes no responsibility for a failed delivery if the courier is instructed by you, the customer, to leave your delivery in a ‘safe place’.
RETURNS AND EXCHANGES
We want you to love our products as much as we do, but if for any reason you are not satisfied with your purchase, we are happy to provide a full refund or exchange within 14 days of receiving your goods. Please be aware that all sale items are non-refundable but may be exchanged. We recommend that you check your order as soon as it is delivered.
If you wish to return/exchange your goods, then please do the following:
Email us at [email protected] with the notification that you have filed your order for a return so that we know it is coming and can deal with it as swiftly as possible. In your email please state your order number, the reason for the return, and whether you wish to have a refund or exchange.
Complete the returns form enclosed with your order making sure to provide the reason for returning the item. Please note that we only except the return of item/s that are sent back in their original unused condition, complete with the cushion filler, protective packaging and in a fully resalable condition. Any item not in its original condition or worn beyond simply opening the packaging will not be refunded. If you wish you can reuse our packaging which has a second sealable strip for your convenience. Please be aware that it is the customer’s responsibility to ensure correct packing is used to protect the item. Return postage is at your expense and items are returned at your own risk. We strongly recommend using a recorded delivery service and to retain proof of postage for your records.
Once we have received your returned items our team will check the products against the reasons for the return. If a return is approved, you will receive a full refund with 7 working days. If an exchange is approved, we will contact you via email to see what product you would like to have instead. We aim to dispatch all exchange items within 3 working days from the date we confirm your choice of new product. All our products are subject to availability. In the event that your chosen exchange product isn’t available One Nine Eight Five will offer you a full refund. Please be aware this can take longer during busy times such as Christmas & sale periods.
In the event that a refund is refused we will contact you stating our reasons why. Please see Refusal of a Refund Terms and Conditions below.
FAULTY ITEMS
We make every effort to make products of the highest quality and to deliver them to you in perfect condition. Each order is carefully checked and prepared for shipping. We advise you to check your purchase as soon as you receive it. If you receive your item and it is faulty please notify us via email immediately to [email protected] stating your order number and the fault. Failure to notify us immediately of faulty goods may result in us being unable to refund or replace your item. Once we have confirmed receiving your email please follow the returns procedure above. All postage costs shall be refunded, within reason, if the item is deemed as faulty.
In the unlikely event that the goods become damaged during postage then please let us know as soon as they arrive and we can investigate this at [email protected]. If you do not report this immediately then we will not accept any responsibility for the damage and are not obliged to reimburse you.
LOST ORDER
Occasionally items go missing during delivery, all shipments are fully insured & we will be happy to make a claim on your behalf if this should occur. Our policy is to refund in full or send a replacement once the required time has passed, stated by the relevant shipping company in their terms. Please note that in the event of insufficient stock One Nine Eight Five will offer a replacement of another product up to the same value or a full refund will be issued.
Please be aware that if a parcel is lost or takes longer to receive than expected due to an incorrect or incomplete address we cannot accept any liability. We are happy to help you try and resolve the issue but One Nine Eight Five cannot be held responsible for its loss. It is usual that we need to wait 10 days from dispatch to begin this process.
REFUSAL OF A REFUND
In some instances, One Nine Eight Five has the right to refuse a refund. Please see below:
If a product has been returned to us in anything less than a fully resalable condition due to usage or lack of packaging during the return transit, One Nine Eight Five reserves the right to refuse a refund on the item or deduct up to 30% of the original selling price from the refund amount.
Refunds can only be made to the card used for the purchase and will only be processed once the item has been received and approved by our team.
You must include your customer order details with the returned package. One Nine Eight Five cannot offer a refund without the full order details (Name, Address and Order Reference Number). If you cannot find your Order Reference Number, please contact us before posting any returned items.
If a package gets lost in transit on its way back to us for a refund or exchange we require that you to seek compensation from your courier company. For this reason, we strongly recommend that you return items to us via a signed and insured delivery service. Please retain proof of postage for your records. One Nine Eight Five cannot be held responsible for items lost in the post sent by you, the customer.
One Nine Eight Five can only accept faulty goods if the goods are faulty when received by you.
All bespoke orders are non-refundable once production has commenced due to the personalised nature of the service, unless they are proven to be faulty. This includes all bespoke orders placed either on the website, by email or over the phone.
CANCELLATION OF AN ORDER
If you wish to cancel your order, please email us stating your name and order reference. The cancellation of any order must be done in writing to [email protected]. If your order has already been dispatched, then please follow the returns procedure. Please note any bespoke orders will be charged in full if production has already started.
CANCELLATION BY US
We reserve the right to withdraw products from our website at any time and/or cancel an order. We reserve the right to refuse to process a transaction, suspend any transaction after processing has begun or refuse service to anyone at any time at our sole discretion. This may be due to stock levels, a problem processing a payment or an error identified in the product information. If this affects your order, we will notify you by email and refund you if payment has been made. Please allow 3-5 working days for a refund to reach your account after receiving a confirmation email from us.