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Returns Guide

Please contact us regarding your FOSSIL, MINERAL, ARTEFACT or METEORITE with your name, order reference, product name, invoice total. For all returns to be fully processed, please write to the us first at info@thefossilstore.com

THE FOSSIL STORE . Wheatland Rd . Wirral . CH60 1XY . UK

 

 

Our 21 Day Returns Guarantee

THE FOSSIL STORE returns guide will help you understand what product/s you can return, how to return your product/s and how much time you have to return your product/s.

Need assistance? We're here to help. Get in touch with and we can assist with booking your return in so you don't have to do anything - please do read the following before contacting us to make sure you qualify with our returns policy.


Return any goods purchased from THE FOSSIL STORE in their original condition for an exchange or full refund within 21 days. (Excludes SALE items, outsourced products, projects, custom orders).


For us to accept any returns, all items must not be; damaged, tarnished, scratched, altered, worn, used, missing original packaging or related accessories.

Please contact THE FOSSIL STORE before returning your FOSSIL, MINERAL, ARTEFACT or METEORITE product/s to us with the original invoice.

All conditions apply to our pop up shops, exhibitions and online stores. We do not cover the cost of returns at this time. Returns must be sent by insured signed for-recorded delivery. 

Once we have received your return/s, we can process your return/s and follow up with; 1/A replacement product/s 1/B Issue a credit voucher to be used against other items in our online shop for the value of your returns. 1/B Issue you a full refund, excluding any handling and delivery fees incurred.

Received Incorrect Product/s

Don't worry, this is an "innocent mistake" on our part.

However, it is your legal obligation to notify THE FOSSIL STORE at; info@thefossilstore.com.

Once informed, we will book a courier on a date of your choosing to collect the incorrect product/s. These product/s must be in their original packaging, undamaged and in the original packaging box.

Identifying you have received the correct product/s; you will receive two methods of identification, one by email and one included with your product/s.
These methods include the original photograph of your product/s that were listed on our website (proof of product/s purchased), these are included on a certificate of authenticity which we provide for free with all THE FOSSIL STORE products.
This is a photograph of the product/s you have purchased from us at THE FOSSIL STORE. By law you must inform THE FOSSIL STORE of any incorrect product/s that have been "innocently sent by mistake" to you.
If you have received incorrect product/s it is your legal obligation to inform THE FOSSIL STORE as soon as possible at; info@thefossilstore.com

Order Cancellation

Our returns guide states that If you wish to cancel a FOSSIL, MINERAL, ARTEFACT or METEORITE product/s order before dispatch, please send us an email to info@thefossilstore.com and include the following information. This information will help us to cancel you order promptly;

  • Full name
  • Product name
  • Invoice number
  • SKU number

Faulty Product/s

If your goods are faulty, please contact us as soon as possible. You have 21 days from receipt of delivery to report a faulty product. Once returned we will send your replacement or alternatively, provide a full refund, excluding any handling and delivery fees incurred.

Receiving your Product/s // Damaged Goods

Please inspect your product/s on delivery.
Do not sign for, or let the driver go until you are happy with the delivery.
Damaged goods! Driver must sign a damaged goods delivery note.
Take photographs of the driver + delivery vehicle registration.
Photograph damaged products + safely re-package the goods.

If your product/s are damaged on arrival, you MUST advise the driver and sign a damaged goods delivery note. (Once you have signed for and accepted a delivery, we cannot process a claim and therefore, we are unable to accept any returns).

By failing to let us know of any damage on their arrival, we will be unable to process an insurance claim for you. Processing claims is much easier if we have all the information we need; The more details you provide, the sooner we can settle the claim.

While cases of damaged goods are very unlikely, we highly recommend having someone present at the delivery point to confirm the product/s have arrived in pristine condition and that nothing is missing.

Can you get a refund for damaged goods?

We do not offer refunds for damaged goods. Couriers insurance covers damaged goods in transit. This can only be claimed if the delivery driver signs a damaged goods delivery note on delivery.

How to make a claim?

If your goods have arrived damaged, you MUST contact us right away so we can process the claim as soon as possible with the couriers.

Before you write to us at info@thefossilstore.com, please make sure you have the following:

- PDF Purchase Invoice
- Photographic evidence of the damage
-Photographic evidence of the driver & delivery vehicle
- Any additional details that you can provide that may help us

Statutory Rights

In addition to the UK law for your statutory 14 day returns policies. THE FOSSIL STORE is proud to guarantee our 21 day returns guarantee. Within your 21 days of receiving your order, you have a statutory right to cancel your order and receive a full refund (excluding our handling fees and courier fees).

Any written cancellation notice should be sent to info@thefossilstore.com and include the following:

  • Full name
  • Product name
  • Invoice number
  • SKU number

 

Our Obligation

Under our returns guide policy, THE FOSSIL STORE is under no obligation to accept returns and provide refunds for goods that do not comply with our terms and conditions (notwithstanding your statutory rights). Goods that are not accepted by us will be returned to you. If we have not received returned goods within a reasonable time following any returns or cancellations, we reserve the right to hold the funds used in conjunction with the purchase until we receive the order in its original state.

Furthermore to these conditions, if the purchaser changes their mind or has not fully and carefully understood our full descriptions, sizes or condition report we reserve the right not to accept goods back on a full refund basis however, we may apply a credit note or credit at that time against another product on our website or in stock as a replacement (less future postal costs which shall be applied in the case of replacement products at the discretion of THE FOSSIL STORE). For further Terms and Conditions, please see our Terms and Conditions.

Further Enquiries

If you have any questions, please write to info@thefossilstore.com.

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