Returns & Exchanges
Sandbanks Returns Policy
Our returns policy is valid for 14 days from the date of delivery.
You must inform us (Sandbanks) of your intention to return the order within 14 days of the date of delivery either by directly returning the merchandise to Sandbanks together with the completed returns form or contacting us of your intention to return the item as long as the item is dispatched to us within the 14 day time frame.
Due to the festive season we have extended our returns policy for orders placed between 25th November - 24th December. You can now return your purchase for an exchange or refund to the 14th January 2020.
Returns within the UK:
- Please provide the reason for your return on the enclosed packing slip.
- Place the packing slip and parcel into the shipping box and attach the pre-paid shipping label visibly on the outside of the box.
- Secure the box to ensure the product does not become damaged on its way back to us.
- Please book your free collection with DHL
- Online: using the waybill number on the return label on DHL website: https://returns.dhl.co.uk/ereturns/
- Over the phone. DHL Customer Services: 0844 248 0844
- Alternatively you can drop you return to a DHL Express service point. Find your nearest authorised DHL Express service point using the following link: https://locator.dhl.com/ServicePointLocator/
- Your DHL driver will collect your parcel from your address, at the time you have arranged. The courier will finalise the pick up with a receipt. PLEASE KEEP THE RECEIPT ISSUED UPON COLLECTION.
- It will take 1-2 business days for your return to reach us.
- We will send you an email to confirm we have received your return and to let you know it is being processed. Please allow 1-2 business days for us to process your return from the time it arrives back to us.
- You will receive confirmation via email when the return process is completed and the refund is created.
- Please note, returns that are not authorised will not be processed.
Returns outside the UK (Europe and International):
Sandbanks will NOT be responsible for the costs associated with returns outside of the UK. We recommend returning your goods using an insured and traceable shipping courier. We are not responsible for shipping or import fees associated with the return.
For exchanges simply complete the enclosed returns form stating the size, colour or product you wish to exchange your purchase for and return to us (Sandbanks with the free pre-paid DHL label, please ensure your purchase is sent back with the original Sandbanks packaging within 14 days. Should the product you wish to exchange for be out of stock, we will contact you immediately either by phone or email to discuss how you would like to proceed.
Sandbanks will refund the purchase price of a product, providing that it is returned in its original condition and accompanied by the original invoice/returns label and all original Sandbanks packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund is accepted or not. If accepted, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.
To complete your return simply send your purchase back using the free pre-paid DHL label found within your parcel.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed 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 gift giver and they will find out about your return.