Refunds and Returns
We have a 30-day return policy, which means you have 14 days after receiving your item to request a return for private customers. The item must then be returned within 30 days of original delivery date. We would suggest using a tracked service. See below for B2B return policy (business and trade customers)
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any taps that are returned must be unfitted and unaltered.
To start a return - in the first instance, please contact us on the Live Chat option of the website or by email here - Allthingsfrenchstore@outlook.com. Please do not return an item without contacting us first. We are often away in France buying stock - on these occasions we will offer an alternate return address to ensure someone is available to accept the return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned;
- Custom products - such as custom size and made to measure taps
- We do not accept returns for taps that have been fitted and used.
- Please get in touch if you have questions or concerns about your specific item.
- Original overseas shipping charges are not refunded for items shipped outside the EU
- Outbound shipping will not be refunded where international orders are returned to us because they were rejected at point of delivery, duties were not paid or they were not collected from the courier. (Original item cost will be refunded)
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How long is the guarantee on the taps you sell?
All the taps we sell are for domestic use only; they are not sold for commercial use. They are guaranteed against faults for 6 months from the day you receive your order. If you have a problem after then, we can probably help but may need to charge for the cost of spare parts needed, this is usual nominal.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds for personal customer orders
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refunds for damaged items will include any original postage paid and your return postage costs. Refunds for change of mind or mistaken order will include any original postage but you are responsible for the return postage costs.
If more than 15 business days have passed since we’ve approved your return, please contact us at Allthingsfrenchstore@outlook.com.
Refunds for business customers (known as B2b transactions) - we reserve the right to charge a 10% restocking fee when a purchase is made by another business or as a trade order in order to cover our losses. We cannot accept returns of made to measure or bespoke size taps. All returns are subject to the item being returned in an unused or unfitted condition. Returns must be requested within 14 days and returned to us within 30 days or the original delivery.