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How to Make a Return

It is our aim to ensure all of our customers are satisfied and happy with their purchases.  However we do understand that instances arise where an order may have been made in error or perhaps goods received are not suitable or as expected. Should this occur please follow the instructions below.

Cancellation of orders prior to despatch 

If you wish to cancel your order as you have ordered an incorrect item or no longer require the product(s) you should notify us immediately by either of the following means as it may be possible to stop your item(s) being despatched.

  • Telephoning our Customer Care Team on 01328 855669
  • Email sales@morrisandalexander.co.uk clearly stating your name address, order number and details of items ordered.

We would then issue a full refund if the goods have not yet been despatched.

Generally all orders are despatched within 24 hours if placed Monday through to 1pm on Thursday.  Orders placed after 1pm on Thursday, or on a Friday, will be despatched the following Monday. 

Please note we are unable to cancel orders where goods have already left our Warehouse.

Returning delivered goods

If you wish to return goods that have been delivered, you can do so for any reason at any time within 30 days of receipt by returning them for a full refund or exchange. The cost of returning goods to us shall be borne by you. 

PLEASE NOTE: All items to be returned must be in original packaging, be unused and in a saleable condition.  This condition does not affect your statutory rights in the event of faulty goods.

How to make a return

You must first notify us that you wish to return an item(s) before doing so and ensure the item is recieved by us within 30 days of receipt of the goods. We request notification before returning your order so that we can assist with the returns process if required and/or to ensure that we expect your return. You can contact us by the following means:

  • By telephoning our Customer Care Team on 01328 855669
  • By email to customerservice@morrisandalexander.co.uk. You should include your order number, full name and address, details of items ordered and reason for return.
  • By completing our Returns Form on our website that can be found here

When returning the goods you should enclose a copy of our original delivery note or invoice or a letter which includes your name and address, order number, items ordered and reason for return.

If you wish we can arrange for our carrier to collect the goods from you for a charge of £10, inclusive of VAT, per box.  You can choose to:

  • Have this charge deducted from the amount to be refunded from the amount you have already paid or
  • Pay for the return service in advance by credit card.

Alternatively you can arrange for a courier of your choice to collect the item at your expense.

Upon receipt into our warehouse the returned items will be examined and if in an unused, undamaged re-saleable condition we will issue you a full refund of the amount paid within 14 days less any postage costs if applicable.  Alternatively goods can be exchanged for a replacement if required. 

It is your responsibility to return the goods to us in an unused re-saleable condition.  If the goods are not unused and in a re-saleable condition we will contact you to discuss the matter as a refund may not be given and/or a handling charge will be made. 

Return of Goods delivered that arrive damaged or are faulty

Where an item is damaged in transit or faulty please contact our customer service team on 01328 855669 to arrange for the product to be collected.  We will arrange for collection of the item(s) within 7 working days on a date agreed with you.  Please supply with the returned item(s) a note describing the nature of the damage or fault plus a copy of our delivery note or invoice. Upon receipt of the item(s) into our warehouse it will be examined to confirm it’s condition. 

If it is confirmed that the product was damaged in transit or has a manufacturing fault we will then contact you to arrange for either a replacement to be sent to you within 48 hours or a full refund will be provided if you so request.  Should we establish that no fault exists, or that the damage was unlikely to have been caused in transit or is not a manufacturing fault , we will contact you within 7 days of receipt of your returned items to discuss resolution of the matter.