Refund policy
RETURNS
We accept returns (except the exclusions listed below) within 15 days of the delivery date of your order. After this period has expired we are unable to accept a return or offer a refund or exchange. To cancel or return your order, please call us on 01865 767918 or e-mail us at info@fielden.com to let us know. We will require a receipt or proof of purchase.
To be eligible for a return, your item must be unused, unopened, undamaged and in the same condition that you received it. It must also be in the original packaging.
We do not cover the cost of returned orders. Please send your return at your own expense using a tracked service to:
Still On The Hill Ltd, Old Depot, South Park, Cheney Lane, Oxford, OX3 7QJ, United Kingdom.
Shipping costs are non-refundable. We recommend retaining proof of postage until we have confirmed receipt of your return.
We are not responsible for any parcels that go missing in the post. If you are posting an item over £50, you should consider purchasing postal insurance.
There are certain situations where only partial refunds are granted:
- 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 15 days after delivery
REFUNDS & EXCHANGES
Refunds: Once your return has been received and inspected, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund. If your return has been approved, we will refund your credit card or original method of payment within 10 working days. You will receive a full refund of the price paid for the products ordered.
Late or missing refunds: If you have received notification of receipt of your return but have not received your refund after 10 working days, first please check your bank account. If your refund has still not been received then please contact your credit card company or bank as it may take some time before your refund is officially posted. If you have done this and you still have not received your refund, please contact us at info@fielden.com
Exchanges: We only replace items if they are defective or damaged. If you need to exchange your order for the same item, send us an email at info@fielden.com to let us know and send your item to: Still On The Hill Ltd, Old Depot, South Park, Cheney Lane, Oxford, OX3 7QJ, United Kingdom. On receipt of your return we will send you a replacement.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you are able to return your item in exchange for a gift voucher for the value of your returned order. Please email us at info@fielden.com to let us know. Once the returned item has been received, a gift voucher will be emailed 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 original purchaser.
