FAQ

 

Q: How can I request a return?

A: To request a return, please follow these steps:

1. Click the profile icon in the store's navigation, or go to the refund policy or a returns page.
2. Click on the "Submit a return request" button.
3. Log in to your account using your email address and the verification code sent to your email.
4. Select the order you want to return.
5. If your order has multiple items, choose the specific items you want to return.
6. Select a return reason and add a note for the store.
7. Click "Request return". If your return request is approved and requires shipping, you will receive an email with shipping instructions.
8. After the product is returned, you will receive a refund.

Q: What is the refund policy?

A: We have a 30-day return policy. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Once we receive and inspect your return, we will notify you if the refund is approved. If approved, you'll be automatically refunded on your original payment method within 10 business days.

Q: What should I do if my item is incorrect?

A: If you receive an incorrect item, please inspect your order upon reception and contact us immediately on info@dominicfrazer.co.uk . We will evaluate the issue and make it right.

Q: What should I do if my item is defective, damaged?

A: If your item has arrived damaged, we apologize for the inconvenience. We strive to securely package all orders to prevent damage, but sometimes items may get damaged during transit, which is beyond our control. please contact our customer service team info@dominicfrazer.co.uk.

In this case, you can return the item in its original packaging for a full refund or a replacement. We kindly ask for photo evidence of the damage to understand how it occurred and to prevent similar incidents in the future.

Q: Can I exchange an item?

A: The fastest way to ensure you get the item you want is to return the item you have and make a separate purchase for the new item.

Q: What are the shipping options?

A: We offer the following shipping options:

• Standard Delivery: Typically takes 2-4 working days for UK mainland addresses. Remote areas may take an extra 1-2 days. Excludes weekends and bank holidays. Orders received before 12:30pm will be sent out the same day.

• Express Delivery: Takes 1-3 working days for UK mainland addresses and an extra day for remote areas. The shipping carrier may vary depending on the product. Orders received before 12:30pm will be sent out the same day.

• Next-Day Delivery: Typically takes 1-2 working days to reach UK mainland addresses. Remote areas may take an extra day for delivery. The shipping method will depend on the product.  Orders received before 12:30pm will be sent out the same day.

Please note that shipping is only available for UK mainland addresses.

 

Q: How do I cancel my order?

If your order has not yet been dispatched and you are looking to cancel it, please contact our customer service team info@dominicfrazer.co.uk. We will do our best to cancel the order before despatch but cannot guarantee this. Although we will do our best to notify the warehouse of your cancellation, in rare cases, your item(s) may still be dispatched to you. If this occurs, we will promptly provide you with a returns label to send the item(s) back to us. Upon safe receipt of the item(s) in their original condition, we will issue a full refund minus the cost of the returns label.