Shipments and returns
Your pack shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped via Hermes or Royal Mail with tracking and drop-off without signature. If you prefer delivery by Hermes or Royal Mail with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
Cancellation Right: You have the right under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order at any time before dispatch of the item(s) or within twenty eight (28) working days of receipt of the item(s) by following our returns’ process. Note that cancellations for your order can only be made when the order shows "Order being prepared" or "Order dispatched". You will be refunded the postage charge of your item(s) where the entire order is returned. Should you need to cancel an order, please contact our Customer Service team by email or phone.
Condition of Items for Returns: The Buyer must return the item(s) in good condition, unused and with their original packaging (including dust bags in the case of handbags).Additionally, for electrical or electronic items, products must be returned in their original, unopened packaging and with any tamper seals intact. WE reserves the right to refuse or to reduce a refund on any item that is incomplete, damaged or dirtied.
Returns Process: It is the Buyer′s responsibility to ensure that the return form is enclosed with the parcel. Should the Buyer fail to enclose the return form, WE may not be able to refund the items until able to identify the related order. Should the Buyer fail to return their goods to the return address provided, WE will not be held responsible for any delays to refunds or postage issues.
Please follow the instructions on your returns form, which will advise you on the returns option available to you, and where to send your item/s back to. Please ensure your item is returned to the address listed on your returns form/dispatch note, which was delivered with the item.
We will process your refund within 14 calendar days of receiving your return.
Please note if you have received a part shipment of your order, you may wait until the full order has been delivered before returning an item/s.
Other Returns: Other than for defective products, returns outside the timeframe set out above, may be accepted at the sole discretion of DIS-Creations and may be refunded as a credit to be spent online. Any unauthorised returns will be refused.
Cost of returns: Members will incur the cost of returns unless (i). the product received is incorrect, or (ii). deemed damaged or faulty – photographic evidence will be required. If returns are received with insufficient postage, DIS-Creations will deduct £5 from the refund of the items returned to cover the shipment cost and the administration charges. If using DIS-Creations Royal Mail returns service a charge of £3.50 will be deducted from your refund to cover the cost of this service.
Please return separate order numbers in separate parcels. Should you return more than one order number in one parcel, you will still be charged £3.50 for each order returned.
10.6 The following items are non-returnable and non refundable:
- Plastic Food Containers
- Lingerie/ Swimwear
- Cosmetics/Beauty Products
- Food and products containing alcohol, not including wine.
- Personalised/custom-made items.
Postage for Returns: We would advise the Buyer to return unwanted items by recorded delivery or by obtaining a Certificate of Posting from the Post Office or by any other means that shows proof of postage of the returned items. Any returns, which have not been refunded will indicate that DIS-Creations has not received the stock and this will therefore need to be investigated via a warehouse search. This investigation procedure can take up to ten (10) working days to complete and during this period, no refunds will be processed until the outcome. For all Freepost or normal deliveries, it is the Buyer’s responsibility to ensure that the items are sufficiently insured for claim purposes. No additional charges will be covered by DIS-Creations. This does not affect your statutory rights to return faulty or misdescribed goods under paragraph 9.3 above.
Lost Returns: Should the Buyer′s chosen courier fail to deliver or lose their return parcel, it is the Buyer′s responsibility to claim compensation from the courier directly. DIS-Creations is not liable for any lost return parcels.
Insurance on Returns: Please note that it is the Buyer′s responsibility to choose the most appropriate method for returns with the appropriate insurance. DIS-Creations cannot be held responsible for any unforseen delays, eg strikes, riots, war or act of God (each an "Event" as defined above).
When using the DIS-Creations Royal Mail returns service please note that your parcel must weigh no more than 5kg nor exceed dimensions of 61cm (L) x 46cm (W) x 46cm (H).
If you item/s arrived damaged please do not accept. Please return to courier driver and inform us we can then handle the matter and where appropriate send replacement items.
Failed Delivery by Hermes
If the recipient of the order is not present at the time of delivery, a delivery note will be left, stating that the courier will re-attempt delivery the following day, or that the parcel has been left in a secure location outside of the property or with a neighbour. If this is not possible, the parcel will be returned to the courier delivery depot and the driver will attempt to deliver your parcel the following day. If the parcel has been returned to the courier depot after three (3) attempts, then the parcel will be returned to our warehouse. It will automatically be returned to DIS-Creations as undeliverable. We are unable to resend packages that are returned to us as undeliverable. In that case, we will refund the Buyer the value of the goods ordered not delivery charges. It can take up to 15 days for our warehouse to process your refund from the date the courier has advised the parcel has been returned to sender.
If your order has been dispatched via Royal Mail;
If you’re not around at the time of delivery, Royal Mail will take your parcel back to the delivery office and leave you a “something for you card” detailing where your parcel has been taken back to, and what to do next:
• Go to your local delivery office to collect it (address and opening hours will be on the card)
• Arrange a re-delivery
Free to your own address
Free to another address in your postcode area
Or for a small fee of 70p, to your local Post Office branch. The 70p is payable when you collect your item from your local Post Office branch. Royal Mail will require proof of identification, as well as your “something for you card”. Royal Mail will hold your items for 18 calendar days before returning the items back to DIS-Creations. Should your items be returned to DIS-Creations, a full refund will be issued on receipt of the returned parcel less the initial postage.
8.2 In the event of a delivery dispute an investigation will be raised with the courier service. Please note that investigations can take up to 10 working days, after which time, DIS-Creations will provide the buyer with a full update.