FAQs

Can I Refund or Exchange an item?

Are you unsatisfied with your current product?

You may return goods up to 14 days after purchase, if for any reason you have changed your minds or if a product does not suit your requirement.

We offer a 28 days money back policy, if you are outside this time frame. We will be happy to exchange for another item or give you store credit.

Goods to be returned or exchanged should be in a saleable condition and be attached by a receipt or a proof of purchase.

Can I still return products if the items are over 30 days?

Yes, subject to exceptions. We are happy to exchange or refund if for any reason you have changed your minds.

We accept returns up to 30 days, subject to the goods being in saleable condition, along with original receipts or a bank statement. If for any reason it is over 30 days, your refund will be credited to the original payment card. This applies to our “No Quibble Policies”. We reserve the right to refuse refund or exchange, if the product is not in a saleable condition. 

We reserve the rights to refuse an exchange or a refund if the products are not in a good or saleable condition. This does not affect your statutory rights.

What items are excluded from the return and refunds policy?

For hygiene reason unfortunately, we cannot accept returns for some items. These include, but are not limited to... Unless faulty, all tags are still intact, and packing remain sealed

  • Swimwear, if the hygiene strips or the tags and are still intact and packing remained undamaged
  • Hats
  • Hosiery
  • Underwear
  • Pierced earrings and any other pierced body jewellery
  • Pillows and Duvets cannot be returned
  • Cosmetics/fragrances
What is the Return Policy?

If you change your mind and decided to return an item. You can return within 30-day rule for returning unwanted purchases. Goods returned, should be in a saleable condition and accompanied by a receipt or proof of purchase, otherwise a bank statement in case your receipts can’t be located.

Where will your main return address be located?

Goods are to be returned where you collected from, or you may return goods from any of our branch stores. For more information or any query please feel free to ask here.

Can I return a sale item online or in-store?

Yes, you may return any sale items with your proof of purchase.

Can I reserve and pay in-store?

If your chosen items are available to collect from a location near you, go to My Trolley and click Continue with Click and Collect option. You’ll then get to either pay now or pay in-store. We also offer Click and Collect in any of the selected stores of our branch.

How will we agree to the terms and conditions?

Process your order as usual, after placing order it will guide you through the terms and conditions. You will need to read and tick to agree upon our policies.

What is Price Promise?

We want all our customers to purchase from our store or online with confidence. We will price match any item you find cheaper in any other high street store locally and online. This is in addition to our exclusive Gould’s Reward Card where customers are rewarded for every purchase made.

What is “No Quibble Policy”?

If you are unsatisfied and would like to return an item or exchange it. No fuss, we may accept return goods up to 28 days, after our purchase if for any reason you have changed your mind. We may also accept returns up to 28 days later, subject to goods being in a saleable condition. Returns without a receipt will be given on the gift card.

As our valued customers we make sure that you would always leave satisfied. That is our main policy.

Delivery Cost

Free Delivery over £100 within the catchment area (20miles from Sidmouth/Garden Centre, etc)

£12 delivery for non-reward card members

Half Price for our Reward Customers - £6 delivery for reward card members

(standard £6 and £2 per items/weight)

Click – Collect
Choose the Click & Collect delivery option.
 
1. When you pay at checkout. Click on collection point location, where you’d like to collect your parcel from.
 
2. Wait for your collection notification.
 
3. As soon as your parcel is ready for collection. We will send you a notification by email, text or message.
 
4. Pick up your parcel at your nearest branch
(Click and Collect within branches will take around 48 hours)
 
Unable to pick it up?
Notify us if you are unable to pick it up on the day, your item will be held in-store for up to 7 days from when we notify you. Unless further notice is given.
 
If you can’t collect your parcel within the time-frame, it will be returned to its original branch stores.