Refund policy

PAYMENTS
The price of our products is as quoted on the website and can change from time to time. Unless stated otherwise, prices stated exclude postage and packaging which is listed separately prior to you confirming your order.

We take payments by continuous payment authority. You will be charged the day your parcel is shipped.

We reserve the right to refuse deliveries to you and to cancel your account where payments have been withheld. You agree to compensate us in full for all reasonable costs and expenses (including legal costs) in obtaining payments that not been made in accordance with these terms and conditions.

DELIVERY
Please be aware of the additional postal charges that may apply to your order at checkout based on what you order, the quantity you order and your delivery address including country.

We typically use local postal services to deliver our products, and proof of delivery is not obtained. Once the product has been properly dispatched and us under the control of the local postal services, you agree you cannot hold us responsible for delays relating to delivery of products.

The time it may take to dispatch your products may vary, but as a typical example if you ordered by 12pm on a business day, we would aim to dispatch the order within 2 business days.

If you place an order for multiple products, please be aware that they will still be sent via your local post office and may be subject to delays. We therefore cannot guarantee delivery on a specific day and will not be held liable for delays outside of our control.

If you are a UK customer and your product does not fit through your letterbox and you are out when it is delivered, Royal Mail should leave a card at the address with information about collection or re-delivery. If you are an international customer, please confirm such arrangements with your local postal service.

If there will be a change to your delivery date due to an issue with product availability, or other issue prior to the product being dispatched, we will contact you and provide a revised estimated delivery date.

UNDELIVERED PRODUCTS
If you think a product hasn’t been delivered, please check with your local postal provider to see if they’re holding it. If you are a UK customer, this is likely to be your local Royal Mail delivery office (https://www.royalmail.com/delivery-and-collection-office-finder).

You must report all lost or undelivered boxes online within 7 days of the expected last day of delivery shown in your confirmation email.

To notify us of an undelivered product, please use this link: https://wearedame.co/pages/contact.

If you change address, you must update your address details in the relevant section of the website to ensure that products are not sent out to the wrong address. Please ensure this is done in time to take effect before you move as you will not be refunded or credited for any products posted to the wrong location. You can update your address details in your account section here https://wearedame.co/account.

We reserve the right to not accept orders from your, and to cancel your account, if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.

If you are dissatisfied with any product you receive from us, please contact our customer services team on hello@wearedame.co.

FAULTY, DEFECTIVE OR DAMAGED PRODUCTS
If any of our products are inherently defective or damaged in transit, then subject to us agreeing that the relevant product is defective or has been damaged in transit to you, we will provide you with a replacement, or if the same product is unavailable, then a suitable alternative if possible or, at our discretion, a refund.

We will bear the delivery costs incurred by you in returning the defective or damaged product to us as long as you provide us with documentary evidence supporting those delivery costs prior to sending the product and provided we agree that the product is defective or damaged.

CHANGING YOUR MIND
For any of our products you’ve bought online, you have a legal right to change your mind within 14 days and receive a refund, unless our products were sealed for health protection or hygiene purposes, and you have unsealed them. Due to the nature of our products, we therefore cannot accept any returns where the product has been opened.

When you’re sending products back because you’ve changed your mind, you will be responsible for shipping costs and ensuring the products are returned to us undamaged.

We will process the refund due to you as soon as possible and, in any case:
a) 14 days from the day you: i) return any products delivered to you; or ii) provide evidence that you have returned them; or
b) if there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel the contract.