1. Our Returns Commitment
At STRANLEIGH, customer satisfaction is important to us.
We want you to feel confident when purchasing our handbags and accessories.
If you are not completely satisfied with your purchase, we are here to help.
This policy explains your rights regarding order cancellations, returns, exchanges and refunds.
2. 14-Day Right to Cancel
Customers purchasing eligible products online have the legal right to cancel their purchase within 14 days of receiving their order, without providing a reason.
To exercise this right, you must clearly communicate your decision to cancel within the applicable cancellation period.
You can do so by emailing:
Please include your order number where available.
Once you have informed us of your decision to cancel, you normally have a further 14 days to return the goods.
3. Return Conditions
Customers are entitled to inspect purchased items to establish their nature, characteristics and functionality.
We recommend returning items:
- In their original condition.
- With their original accessories.
- With original packaging where reasonably possible.
- Securely packaged to prevent damage during return transit.
You may handle and inspect the goods in the same way that would reasonably be permitted in a physical shop.
If the goods have been handled beyond what is necessary for this purpose, we may make a deduction for any resulting reduction in value, where permitted by law.
Missing original packaging does not automatically remove your statutory cancellation rights.
4. How to Return an Item
To arrange a return, contact our customer support team at help@stranleigh.com.
Include your order number and identify the item you wish to return.
Our team will provide the relevant return instructions, including the appropriate return address.
Please ensure that returned items are securely packaged.
We recommend using a delivery service that provides tracking or proof of postage.
You may exercise your statutory right to cancel without first obtaining return authorisation.
5. Return Shipping Costs
For returns made because you have changed your mind, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
Where an item is faulty, damaged, incorrect or not as described, STRANLEIGH will cover reasonable return costs as required by applicable consumer protection law.
We will provide appropriate instructions for handling these returns.
6. Refunds
If you exercise your statutory right to cancel an eligible online purchase, we will refund the amount due in accordance with applicable UK consumer law.
Refunds will be processed without undue delay and, subject to the applicable legal rules, no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever occurs first.
Where applicable, refunds will include the standard outbound delivery charge.
Additional costs arising from choosing a more expensive delivery service are not necessarily refundable.
Refunds will normally be issued to the original payment method.
Depending on your bank or card provider, additional time may be required for the refunded amount to appear in your account.
7. Damaged, Faulty or Incorrect Products
We aim to ensure that every order is fulfilled accurately.
If your item arrives damaged, is faulty or does not match its description, please contact us at help@stranleigh.com.
Where possible, include photographs and a description of the issue to help us investigate.
Under applicable UK consumer protection legislation, you may be entitled to a refund, repair, replacement or other appropriate remedy.
For qualifying faulty goods, customers generally have a short-term right to reject within 30 days.
Additional statutory rights may apply after this period.
Nothing in this policy restricts your statutory rights.
8. Exchanges
If you would like to exchange an item for another colour, design or product, please contact our customer support team.
Exchanges depend on product availability.
Where a direct exchange cannot be arranged, you may return an eligible item and place a new order.
9. Sale and Promotional Products
Items purchased during sales, promotional campaigns or special offers remain subject to applicable statutory consumer rights.
Discounted items are not automatically excluded from returns or refunds.
10. Personalised Products
Certain personalised or custom-made products may be excluded from the statutory change-of-mind cancellation right.
Where such an exception applies, it will be communicated before the purchase is completed.
Your statutory rights regarding faulty or misdescribed products remain unaffected.
11. Cancelling an Order Before Dispatch
If you wish to cancel your order before dispatch, please email help@stranleigh.com as soon as possible.
We will attempt to cancel the order before it enters the shipping process.
If your order has already been dispatched, your statutory cancellation rights may still apply.
12. Refund and Return Enquiries
If you have questions about a return, refund or exchange, our customer support team will be pleased to assist you.
STRANLEIGH Customer Support
Email: help@stranleigh.com
13. Cancellation Form
You may use the following form to exercise your statutory right to cancel. Using this form is optional.
To: STRANLEIGH
Email: help@stranleigh.com
I hereby give notice that I cancel my contract of sale for the goods identified below.
Product and order details:
Customer name:
Customer address:
Order date:
Date goods were received:
Date of cancellation:
Signature (only if submitted on paper):