Changed your mind?
That’s no problem. All of our Tesco Partners offer the same Tesco direct policy as a minimum, the full details of which can be found here http://www.tesco.com/direct/help/returns-policy.page.
Items such as stockings, panties and wigs adhere to our strict policy and we ask our customers not to open or try on any of these products until they are happy it suits their needs. For items such as contact lenses the packaging will need to be unopened and, without exception, not tried on or tested for obvious hygiene reasons. If any of these items are returned and found to be worn, they may not be refunded.
Charges for returns
The whole product and packaging must be returned as the same condition as you would have received it and how you may expect to receive it. Before sending the parcel back to us, please contact us for a Returns Authorisation Number. You will be asked for the reason for the return plus whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include this Returns Number with your parcel back to us as failure to do so may result in delay of any refund.
We only accept returns by post. Delivery costs may vary depending on size of parcel, location and service selected. Typically this will cost anything from £2.99 upwards. Please note, that you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail's "Recorded Signed" service. You may like to opt for Royal Mail's "Special Delivery" service if you are returning a valuable item.
Please let us have any original packaging, tabs, labels and accessories, and please package it all securely. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
Before sending the parcel back to us, please contact our customer service team for a Returns Authorisation Number. We will ask you for the reason for the return plus whether the item has been used. We will also confirm your name, order number and postcode, so please have this information available. You will need to include the Returns Number in the parcel you send back to us as failure to do so may result in a delay with processing your refund.
Is your purchase faulty or damaged?
We do our best to make sure everything works perfectly, but if it doesn’t, please contact us. Within the first 28 days we will issue a replacement item to you. Outside of the first 28 days we will be able to advise on the options to repair, replace or refund your item.
May we please ask you to additionally note:
1. We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.
2. Please return the goods to the address on the top of your receipt/invoice including the Returns Authorisation Number. Any returned items not including this information may be delayed.
3. Any returned goods received outside of this Returns Policy will be defined as 'In Dispute'. Such items will not be refunded or exchanged and a reason for this decision will be provided. We are happy to re-ship such items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but we are unable to replace any faulty item until the original is returned to Jokers' Masquerade'.