Relax w/ 21 Day Returns
Please contact us regarding your FOSSIL, MINERAL, ARTEFACT or METEORITE with your name, order reference, product name, invoice total. For a return to be fully processed, please read our returns policy below to confirm your eligibility: firstname.lastname@example.org
21 Day Returns Guarantee
All items purchased from THE FOSSIL STORE must be returned in their original condition for an exchange or full refund within 21 days of delivery (excludes outsourced items, custom projects and sale items). For us to accept any returns, all items must not be; damaged, tarnished, scratched, altered, worn, used, missing original packaging or related accessories.
All returns policy conditions apply to our pop up shops, exhibitions and online stores. Unfortunately we can not cover the cost of returns whilst we offer and provide free worldwide delivery. Returns must be sent by insured, tracked and 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
Restocking fees do not apply to items that have arrived to you in a defective state or items that have arrived damaged. For more information on damaged items, please read more within our return policy on this page.
A 3% restocking fee applies to all other items that do not fall under the above conditions.
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 as soon as an incorrect item has been received. Please write to email@example.com. Once informed, we can book a courier on a date of your choosing to collect the incorrect product/s. These product/s must be in their original packaging, and not be damaged, tarnished, scratched, altered, worn, used, missing original packaging or related accessories.
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. Please write to firstname.lastname@example.org
Our returns guide states that if you wish to cancel a FOSSIL, MINERAL, ARTEFACT or METEORITE product/s order before dispatch, please write to email@example.com and include the following information. This information will help us to cancel you order promptly;
- Full name
- Product name
- Invoice/order number
- SKU number
If your goods are faulty, we require notification within 24 hours that your product has a fault. Because our products are not technical items, they are a luxury historical piece of art, you will be able to tell if the is a defect that does not relate to the photography of your purchased item. Our product range are to the highest quality and imperfections are apart of the process as all our items are fossils, meteorites, minerals and artefacts dating uptown 4.53 billion years old. PLEASE contact us within 24hrs of delivery of your order. We would like to provide 21 days returns however, we seen other businesses struggle with returns on items their clients damaged that occurred after delivery. 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 firstname.lastname@example.org, 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
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) unless the item is damaged, we request notification of any items that have arrived damaged within 24hrs that are noted with the delivery driver and couriers.
Any written cancellation notice should be sent to email@example.com and include the following:
- Full name
- Product name
- Invoice number
- SKU number
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 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.
If you have any questions, please write to firstname.lastname@example.org.