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FAQ

PLACING ORDERS & MAKING PAYMENTS :

I HAVE PLACED AN ORDER BUT HAVE NOT BEEN SENT AN EMAIL CONFIRMATION?

It may be that you havent entered your email address, or there is a typo error in it? Or please also check your spam box, incase its gone in there. Failing that, please contact us & we can email this to you.

WHEN WILL YOU SHIP MY ORDER?

We aim to ship all orders placed before 13:00, the same day. For more information on shipping please click here

CAN I AMEND MY DELIVERY ADDRESS?

As soon as you place your order and confirm it, we start to process this so it is unlikely that we will be able to make amendments to this.

CAN I CANCEL MY ORDER?

As soon as you place your order and confirm this, we begin processing this. Please bear in mind that our order-fulfilment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change an order once it has been placed. Please make your selections carefully. Once your order has been placed we are unable to make any modifications to the order.

I HAVE RECEIVED AN EMAIL REQUESTING PASSPORT / DRIVER LICENCE, WHY?

We need to be 100% sure we know our customers' identity, before we send goods out. Please do not be offended if we request further ID from you, it is just to keep ourselves right. All information provided will be treated in accordance with the Data Protection Act 1998. These measures are taken as extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible. 

I HAVE NOT ENTERED A DISCOUNT CODE TO MY ORDER, CAN I AMEND THIS?

Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout. A contract has been between us when you (the customer) clicks 'proceed' and this is for us providing you the goods at the price stated on the order.

WHERE IS MY ORDER?

HOW WILL I TRACK MY ORDER?

You will receive an order confirmation once your order has been successfully processed. In addition, a shipping confirmation e-mail will be sent once your order has been dispatched and this confirmation will also include a consignment number.

All orders are sent out via Royal Mail, DPD or with Evri. You can track all parcels online clicking here (Royal Mail) Prior to dispatch, you can login to your account using your email address and password, select ‘My Account’ at the top of the page and click the ‘Click here to review online orders’ link in the account options menu to view past orders and current orders that you have placed.

I HAVE MISSED MY DELIVERY, AND ITS BEING RETURNED TO SENDER. WHAT DO I DO?

Any package that is then returned by royal mail, as it has 'not been called for' or 'incomplete address' (it is customers responsibility to ensure a full valid address is entered) - we will email you via your account section of the website & notify you of such. We can reship item, however must charge you again for postage costs. We will hold this item for you for 2 weeks, then will automatically cancel & refund this if no contact.

I HAVE MISSED MY DELIVERY?

Delivery of your order will be attempted once. Should no one be available to sign for delivery, a card will be left. The contact number stated on your card is your local depot, you will need to call them directly to re-schedule further delivery or arrange a collection. You will also have your tracking number, which you can use to keep track of your package via Royal Mail & you will be able to rearrange delivery on this.

MY ORDER IS SHOWING DELIVERED, BUT I HAVEN'T RECEIVED IT?

All orders are sent with a tracking number + are tracked up until they are delivered / posted to your address. If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you reside in Universities, please double check with your reception, as the courier would have delivered your parcel there. Please wait two - three days after dispatch before contacting us about a missing order. If your order hasn't arrived seven days after dispatch, please contact us.

I HAVE NOT RECEIVED MY ORDER?

As soon as you place your order, we will email you a confirmation of this with an order reference number. We aim to dispatch all orders within 24 hours of order being placed. We will email you with dispatch information as soon as this order has been dispatched. Please note that you can also find this information when you log into your account section of our website. It is the customer's duty to keep track of the package via the royal mail website. If 15 days after the date of dispatch, your order has not arrived please contact us so that we can look into this, as the Royal Mail will not consider an item as 'lost' until 15 working days have elapsed. We will then report the problem to the Royal Mail, who will investigate & try to get the 'lost' package to you. If they are unable to do so, we will offer you a replacement or a refund.  Please bear in mind some items are pre order or made to order items.

PROBLEMS & RETURNS

WHAT IS YOUR RETURNS POLICY?

United Kingdom's Consumer Contracts Regulations (June 2014) Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. You can read our returns policy in more detail here

I LIVE OUTWITH THE UK, WHAT IS YOUR RETURN POLICY?

Please do not worry about this, as long as you email us within 7 days of receipt, letting us know that you intend to post this back for a refund or an exchange, then this is ok.

HOW DO I RETURN TO YOU?

Please use the returns form that we will have sent to you along with your order, or you can download this from our returns page here and request a return here

Please note you are responsible for return postage costs. 

Our returns address is:

Spoiled Brat Returns 8 Forrest Drive Bearsden G61 4SJ

HOW DO I KNOW IF YOU HAVE RECEIVED MY RETURN?

As soon as we receive this back, we will update this on your account & a refund or replacement will be issued within 14 days. As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact us, and we'll look into it. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the tracking number when you contact us.

Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. 

The parcel can take up to 10 working days to be returned to our Warehouse, unless sent via special delivery. You are responsible for the item until we receive it therefore we suggest you return the parcel using Royal Mail Recorded (Signed For) Delivery or similar. We will not refund the postage paid by the customer on unwanted returned items or sizing issues (so please contact us regarding sizing prior to ordering if you are unsure). This returns policy does not affect your statutory rights.

CAN I RETURN MY ORDER IN PERSON?

Unfortunately, all parcels need to be returned via the post, as we operate from a warehouse.

IVE RECEIVED AN INCORRECT OR FAULTY ITEM?

Every so often mistakes can happen, but we do our best to sort them out as smoothly as possible. If this has happened to you, we're very sorry. If you have noticed that we have made a mistake with your order, please contact us and let us know. We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us and we will resolve this for you.

Please contact us and let us know the following details:

Your Order NumberProduct Code/Product NameDetails of the faultIf you want a refund or replacement

Goods then must be sent back for inspection, before a refund will be issued. If the product is found to have a defect you will be offered a full refund or exchange (if available) and your postage costs will be refunded.

PART OF MY ORDER IS MISSING?

Sometimes we don't send everything you've ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please contact us. Please contact us immediately to notify us of this, so that we can investigate further. Let us know the Order Number and the Product Name of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out, but in on the rare occasion that isn't possible, we'll refund the money you paid for it, or offer a replacement.

WHEN WILL MY REFUND BE ISSUED?

We will process a refund within 14 days of receiving your parcel, and email to let you know we have received and processed it. After you've received your email, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it.

IS POSTAGE REFUNDABLE?

We are sorry, but the delivery cost you originally paid is non-refundable. If you are returning items because you have changed your mind, this will also be at your own cost, and we can't refund your postage. However if you have been sent the wrong item, or faulty item, we will refund your postage costs. The delivery charge, which would only be refunded under cancelled orders made under Consumer Contracts Regulations or if the goods are faulty.

YOU HAVE REFUNDED THE WRONG AMOUNT?

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact us quoting your order number and the required refund amount.

Please note: Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge. If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.

CAN I EXCHANGE MY ORDER?

Yes of course you can, please download our returns form & detail on this what you would like to do (please always include your order reference) We will not charge you for exchanging the same item (to a different size)* but if you are changing your order for a new item / model then we will bill you for the return postage costs. *If you wish to return an exchanged item, for a refund, then we will deduct the cost of all postage costs from this refund (i.e returning an item to exchange for a different size, then returning for a refund) We will process your replacement item within 3 days of receiving your parcel, and email to let you know we have received and processed it. We'll then email you again when your replacement order is on its way to you. We will contact you about postage charges for delivering your replacement order, and delivery will take as long as it did for your initial order. If we are unable to exchange your item for what you have requested, we will email you straight away to notify you and give you the choice of an alternative or a refund.

I WANT TO MAKE A COMPLAINT?

We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or commentshere(always quoting your reference number)

Get in touch

Have questions about your order, or a general enquiry?