At Acorn Brewery we understand that on occasions you may need to return items to us - they may not be the correct size or you may have changed your mind etc.
Should this situation arise, all you need do is follow our returns process below.
Log into your customer account here
Select the "My Orders" option
You will be presented with a list of all your orders. Any order that has been with you for less than 14 days will show an option marked "Returns". After 14 days your order is no longer eligible to be returned, and this option will not show.
When you first select the "Returns" option you will be taken to a screen containing all of the items on your original order.
In this instance our order was for three pairs of leggings and four face masks, and we want to return one of the pairs of leggings for a refund.
If there are any items on your order that you intend to keep - click the "Remove item" text for that line.
So in this case, we removed the face masks from the return. These have been removed and only the leggings remain on the return.
In order to change the quantity being returned of an item, simply amend the quantity and click the update button as highlighted.
In this example we change the quantity of the item from 3 to 1 and click the update button.
Next you need to fill in the reason for returning each product, and click the relevant "Save Return Reason" button for each.
So here we have advised that we ordered one pair too many of the leggings, and would like a refund. We click the "Save Return Reason" button for this line.
After saving the reason for all of the items that you wish to return, the "Complete & Submit Return" becomes active.
Once your return shows the correct items and quantities that you wish to return, click the "Complete & Submit Return" button.
Your return will be issued a unique returns number, and it will no longer be possible to further edit the return. This screen will also confirm the address to use for your parcel.
You will also receive confirmation of this information via email:
Please print either this screen, or your returns confirmation email, and enclose this in the parcel with your items.
You can then log into your account at any time to see the status of your return from the "My Returns" option:
You will receive email updates of the status of your return (along with SMS updates if you are in the UK and we have your mobile number on file).
If you have started a return for any particular order, but change your mind prior to completing/submitting the return, you can just leave this screen and after your items have been with you for 14 days, the option will disappear.
If you remove an item from your return in error, dont worry! If you then remove all other items from your return (so that it becomes empty) the return will reset to a full copy of your original order.
If you paid for your original order via Paypal Express, an account was automatically set up for you with a random password for security purposes.
To gain access to your account :
- Visit the customer account login page here.
- Enter your email address and press continue.
- Click the "Forgot your Password?" link.
- Follow the on-screen prompts.
You will be sent an email with a secure link to allow you to reset your password to something memorable. Once you have done so, simply return to the customer account login page and login with your email address and new password.
You can return items within 14 days of receiving them as long as they are returned :
- Unworn and unwashed
- With all original tags still attached
- With your returns reference number on the outside of the package with a copy of your confirmed return printed inside the package. Items returned without these references cannot be identified or processed, unfortunately.
- Items that are returned in a condition that means that they cannot be resold (worn, washed, tags missing, or soiled/damaged) cannot be exchanged or refunded. In this situation we will contact you to arrange to have these items returned to you, which will incur an additional postage charge.
Once your items are received, we aim to process it as soon as possible, however in busy periods please allow up to 7 days for your items to be inspected, and up to a further 7 days for any relevant refund to be issued.
In the vast majority of cases, we will both inspect and refund quicker than this, you can check the current status of your return at any time by visiting your account and viewing "My Returns"
When advising the reason for returning an item, please state which size that you would like in its place.
Please note, we can only exchange for a different size in the same style and colour that was originally ordered, we will contact you to arrange payment of the return shipping amount.
Unless you state otherwise, we will assume that all items being returned require refunding.
Once your returned items have been inspected and confirmed as being received in resaleable condition, a refund will be issued :
- All refund amounts will only be sent to the account / payment method that the original order was paid via
- If the original order qualified for free shipping, but by returning items this would take you below the free shipping threshold, your refund will be reduced by the standard shipping cost for your location.
We hope to have covered most of the frequently asked questions regarding returns above, however if your query is not covered above, please email us at info@acorn-brewery.co.uk and we will be happy to help.
