Online Returns Policy
If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition.
Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.
Returns Terms and Guidelines
1. Putting Our Arrangement in Place
1.1 In this Agreement, we are Spiders, 4/4a Golden Lion Bank, Whitby, England, YO21 3BS, UK and you are the person detailed on the Order Forms.
1.2 Our Agreement is made on the date we apply the payment to your credit card, debit card or PayPal, the details of which you provided on the Order Form.
1.3 Our Agreement includes all correspondence from us to you and the descriptions of the Goods as provided by us on our Website or otherwise.
2. Making Your Choice and Ordering
2.1 Peruse our Website and select your chosen products.
2.2 Complete the Order Form in full and follow the instructions detailed on the Website.
3. What Happens Next
3.1 If your chosen products are in stock your order will be processed. We will apply the payment to your credit card, debit card or through PayPal corresponding to the price payable for your chosen products and including postage and packing and your chosen products will be dispatched to you.
3.2 If your chosen item is unavailable or out of stock, we will endeavour to let you know as soon as practicable. All items are sent tracked delivery. However, should you not receive your chosen products within 15 working days of us confirming their availability and dispatch, please contact us to let us know. You will then be given the choice of:
3.2.1 cancelling your order whereupon we will refund the price you paid and including postage and packing or
3.2.2 waiting a further agreed time period after which if your chosen products have not been received then option 3.2.1 will be available to you.
3.3 Should you choose option 3.2.1 then your refund will be made to the method of payment originally used on your Order Form.
4. If You Are Not Satisfied
4.1. You may return the products to us, using the label enclosed with your item(s), whereupon a full refund will be made as described in 3.2 above provided that the products are returned in the same condition as received and within 14 days of your receipt of the goods for a full refund. Between 14 and 28 days we offer a credit note for unwanted items. Anything received after 28 days will be sent back to the customer. Where the customer does not wish to pay return costs we will hold the item(s) for a period of 90 days after which time we will stock them.
4.2 You may request replacement items, which we will dispatch to you (subject to availability) on receipt of the original products. No refund will be made in these circumstances & there are only 7 days for this action.
4.3 Return of faulty or damaged goods should be made in accordance with the arrangements detailed in the Returning Faulty Items section below.
We aim to refund within 14 days from receipt of returns in our warehouse. Refunds will be made to your original form of payment.
We will send you an update email when the refund has been processed, confirming the amount and order number. Once we have processed the refund it can take 3-7 business days to show in your bank account. Please send your return via a tracked service and allow 21 days before contacting us for an update on the status of your return).
5. Basis of Sale
5.1 The terms of this, Our Agreement with You, shall govern our contract to the exclusion of any other terms and conditions.
5.2 No variation to this Agreement shall be binding unless agreed in writing by us.
5.3 Any typographical, clerical or other error or omission in any sales literature, price list, acceptance of offer or other document or information issued by us is subject to amendment by us where reasonable in all of the circumstances to do so.
5.4 You are responsible for ensuring the accuracy of your Order and the details provided in your Order Form.
5.5 The quantity and description of your chosen products shall be those set out in the Order Form unless we subsequently agree otherwise.
5.6 We do our utmost to provide high quality images of all of our products but occasionally they may not be a true representation of the item and colours may vary. If colour choice is important to you please get in touch before you place your order for assistance.
6. Price of the Goods
6.1 The price of the Goods shall be the price quoted by us on our Website next to the illustration/description of your chosen products, unless agreed otherwise by us in writing.
6.2 The price is inclusive of any payable value added tax in the UK.
7. Risk and Property
7.1 Risk of damage to or loss of your chosen products shall pass to you on receipt of them.
7.2 Notwithstanding delivery and the passing of risk in your chosen products or any other provision of this Agreement property in your chosen products shall not pass to you until we receive cleared funds payment in full of the price of your chosen products.
8.1 We warrant that you will be entitled to the benefit of any warranties or guarantee given by you the suppliers to us of your chosen products. This does not affect your statutory rights.
8.2 You warrant that the information entered onto the Order Form is true.
8.3 Where we sell to you under a consumer transaction, Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, your statutory rights are not affected by this Agreement.
9. Force Majeure
We shall not be liable to you or be deemed to be in breach of this Agreement by reason of any delay in performing or any failure to perform any of our obligations if the delay or failure was due to any cause beyond our reasonable control. Without prejudice to the generality of the foregoing, the following shall be regarded as causes beyond our reasonable control: -
9.1 Act of God, explosion, flood, tempest, fire or accident;
9.2 War or threat of war, sabotage, insurrection, civil disturbance or requisition;
9.3 Acts, restrictions, regulations, bye laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority;
9.4 Import or export regulations or embargoes
9.5 Strikes, lock outs or other industrial actions or trade disputes (whether involving employees of us or of a third party);
9.6 Power failure or breakdown in machinery.
10.1 If any provision of this Agreement is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of this Agreement and the remainder of the provision in question shall not be affected thereby.
10.2 The Contract shall be governed by the laws of England.
11. Whole Agreement
The terms and conditions set out in this Agreement represents the entire Agreement.
Our terms and conditions including our delivery and return policies do not affect your statutory rights. Our terms apply to each visit and any purchases you make. These terms were last amended on 1st January 2020.
12. Returns Policy
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 email@example.com 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 firstname.lastname@example.org 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 email@example.com 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.
E & OE
Name: Garry Tuby