Our Refund Policy Lasts 30 Days: If you wish to cancel but your item has already shipped, you must wait till you receive your product before you return the package back to us. Unfortunately, customers will be responsible for shipping the items back to our warehouse at their cost. We do not pay for return shipping. Customer needs to ship with a registered tracking number or purchasing shipping insurance to return back the item to us. Once we receive your item, we will inspect/verify the photo(s) before we issue out a replacement or refund. The item must be unused and not opened to be eligible for a refund. All refund requests are approved by management. We adhere to strict store policy and do not allow returns for nonreturnable items
Please note: Shipping costs are non-refundable. All returned items are subject to the shipping(s) plus £100 for each Igloopod units and £50 for spare covers restocking fee.
Processing returns take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed. It will take additional 5-7 days for your money to be reflected back on your account.
NOTE: Only items purchased directly from igloopod.co.uk will be accepted. igloopod.co.uk reserves the right to refuse any replacement and refund if it does not meet the above criteria.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Before returning an item please inform us and provide us a tracking number. Your return item must include purchaser name, address, order number, phone number.
Late or missing refunds (if applicable): If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us through our website contact us page.
To complete your return, we require a receipt or proof of purchase.Please do not send your purchase back to the manufacturer.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
CAN I CANCEL MY ORDER(S)?
Cancellations request must be made within 2 hours of order placement. Send us an email within 2 hours and let us know the reason why you wish to cancel your order. We will review and give cancellation case by case upon valid reason.
We do not accept cancellation of orders outside the 2 hours window and/or because our orders are automatically sent to our fulfillment and logistics at the same day.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@igloopod.co.uk
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@igloopod.co.uk and send your item to: 13 ALWYNE ROAD CB1 8RR
ONCE I PLACED MY ORDER, CAN IT BE CHANGED/UPDATED?
Once you place your order, you will not be able to make any changes. However, in the event of errors (incorrect/incomplete shipping addresses, email addresses, names, phone numbers), please contact us at contact@igloopod.co.ukas soon as possible. Keep in mind that, if you do not contact us regarding these issues before your order ships, we will NOT be able to update it in our system. Delivery adress change is subject to charge a minimum of £15 while in transfer. IODDO LTD is not responsible for returned items due to incorrect/incomplete shipping addresses.
HOW WILL MY ORDER BE SHIPPED?
ODDO LTD provides several shipping methods which are offered at checkout. Each method has an estimated range of days it would take for your order to reach its destination.
Once your order is shipped, you will receive an email containing the tracking number and carrier information for your package.
DO YOU SHIP INTERNATIONALLY?
Sorry, we only ship in the UK.
WHAT CAN I DO IF MY PRODUCT IS DEFECTIVE?
Manufacturing defects on any of our products are covered by our replacement/refund policy. Buyers may request a product replacement within 30 days of receiving the defective item. Given the request is approved, ODDO LTD will cover any costs of sending out a replacement or we may issue a full refund. For information on returning defective items please visit our refund policy.
CAN ORDERS BE CANCELED?
Unfortunately, once orders are processed, cancellations aren't allowed. Please refer to our refund policy for more information.
WHAT ARE YOUR SHIPPING AND PROCESSING TIMES ?
Standard shipping times by UPS ground, we deliver to the UK within 1-2 business days.
PROCESSING TIMES ?
We process orders the same day we receive but keep in mind that we do not ship on weekends. Same day delivery is available to orders placed before 12.00 pm only. Orders placed after 12.00pm will be shipped out next business day.
WHERE CAN I FIND MY TRACKING NUMBER ?
When your items are shipped out, you should receive an automatic notification from the system via email providing you with a tracking number.
If you haven't received one or if the tracking number doesn't work, no worries. Contact us and we'll solve it!
If you need more detailed information, please shoot us an email at the contact us page and we'll help you out!
UNEXPECTED DELAYS
In some instances the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by bad weather on the route. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you or provide needed pieces. (Both are subject to processing and shipping wait time).
Please contact us within 48 hours after receiving your order with the following information:
- Order number
- Proof of the faulty product with photo and/or video
We can only offer you replacements at no additional cost if it falls under the below criteria:
- Items are faulty – damaged/broken or soiled upon arrival.
- We sent the wrong item – size, style, color.
We will reject the requests with the following:
- Products get damaged by the customer
- Request after 48 hours upon receive date.
WHAT IF I NEVER RECEIVE MY ITEM?
All of our shipping is registered mail comes with tracking number.
However, there are few cases where the item is lost in transit/failed delivery by the shipping company. (UPS Ground) .
Please note: we will not be held liable for any loss or misroute parcels
Please ensure that all the information you have provided is correct before submitting.
"When sending your Igloopod units for a return per our return policy, we urge you to include the following information on the box:
- Your order number, purchaser name.
- A telephone number, if possible.
- A tracking number.
This information is critical to provide so we can quickly discern whom the units came from when delivered to us. In order for us to processing refunding quickly, we need to find out whom the units came from quickly."