If your order has not yet been dispatched, we are happy to cancel your order for a full refund. Please let us know as soon as possible by one of the following means: either via our Contact Us page or by emailing firstname.lastname@example.org or by telephoning us on 01947 820090, clearly stating your order number & your reason(s) for wanting to cancel your purchase. This only applies to orders that have not yet been dispatched.
If your order has already been dispatched you will need to return your order to us following our Returns Policy in 4.1 above. Some products are non-returnable for hygiene reasons; these include underwear, swimwear, fragrances & earrings unless the items are faulty or develop a fault within 30 days of purchase.
Returning Items for a Refund
If you are not completely satisfied with your online purchase we will happily issue you a full refund for your order (excluding original postage costs, unless faulty). You have 14 days from the date of receipt to return your item(s) back to us. Any items returned following 14 days and up to 30 days will be eligible for exchange or credit note only.
Lingerie & Swimwear
When trying on swimwear please ensure that you try the garments on over your own underwear and that all adhesive strips are kept intact.
Refund processing times may vary so please allow up to 7 working days for the refund to appear on your credit card or bank statement. If faulty items are to be returned, Spiders will reimburse any original delivery costs. However, if express/next day delivery chosen (not basic delivery) we are only obliged to refund basic delivery costs.
All items must be returned in their original, unworn condition, complete with tags & labels. Please note returns will only be accepted if the returns tag remains attached. If this is adhered to we will issue a refund for your item(s) upon receipt.
Returning Faulty Items
We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your garment please contact a member of our Customer Care Team either via our Contact Us page, emailing email@example.com or telephoning us on 01947 820090, who will be happy to deal with your issue. You will be asked to provide your name, order number and a brief description of the fault. Customers have up to 30 days to return a faulty/damaged item.
Please note refunds can only be issued once the manufacturer has verified the fault.
If your item is faulty or develops a fault within the first 30 days of purchasing, we are then able to offer a refund or exchange. After 30 days you may be offered a repair or replacement.
Returning Items for An Exchange
If you require an exchange for any items purchased you have 30 days to return your order back to us. Please enclose the completed returns sheet found within your order documents envelope, stating the garment(s) being returned and the garment(s) you would like to exchange for.
Customer Returns Responsibility
Please be aware that you are responsible for the return of all items until we are in safe receipt. We recommend that you use an insured returns service for your protection. International orders must be clearly marked 'RETURN TO SENDER' as we are not liable for customs and duties back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER' we will contact you to advise you of customs and duties amount and request it be deducted from your account or refund.
Receiving an Incorrect Item
If you have received an incorrect item please contact a member of our Customer Care Team either via our Contact Us page, emailing firstname.lastname@example.org or telephoning us on 01947 820090. Please have your order documents to hand as you will be asked to state your order number and the product codes attached to your garment(s).
The Customer Care Team will advise how you should proceed with the return of your item. Upon receipt of your goods we will then process a full refund or exchange. Please note, until we are in receipt of your items they are your responsibility.
If an item delivered is proven to be incorrect or faulty we will reimburse any returns costs that you incur.
Garment Condition Upon Return
Do not remove any tags or labels when trying on garments. Please ensure that you are not wearing any make-up which could mark or damage any items of clothing. Please refrain from wearing any perfume, aftershave or a deodorant which may leave a scent or marks on any garment.
Footwear should be returned in their original, undamaged packaging. Where applicable any packaging such as authenticity cards, dust bags & leather tags should also be returned with all items.
Please note that we will be unable to accept any items back to us for a refund or exchange where these instructions have not been adhered to. Where you have returned item(s) and have not adhered to our Return Policy you will be charged a return postage fee to return the item(s) back to you. Items will only be held for a period of 90 days after which time they will be restocked.