Terms & Conditions
7 Day Exchange Policy
Quello Ltd is committed to you being completely happy with your purchase. Due to the nature of our products, many of them are made to order. If you're in any way dissatisfied with the goods you have received, we will exchange them or give you a full credit within 7 days of you receiving your goods. The item must be returned in perfect condition, unworn in the original packaging.
This exchange policy does not apply to commissioned or specially modified or altered from standard pieces. It also does not apply to any pieces sold from the bespoke section. These items cannot be returned.
Please contact us by e-mail info@quellobride.co.uk if you are returning your order. Please send your name, address, telephone number and any order reference via e-mail when arranging a return. Please also state whether you'd like a credit note or exchange. We have to receive the e-mail within 7 working days following the day that the goods were received. Please be aware that we cannot process any credits/exchanges without this information.
We reserve the right to reject a return if we suspect that a customer is taking advantage of our returns policy. Please use Royal Mail Special delivery to return your orders in order to cover yourself and ensure signature on arrival.
We do not take any responsibility for returned items that are not received and request that you contact Royal Mail direct.
Quello Ltd will not charge an additional delivery charge for exchanged items. (except for Ireland delivery addresses without a Postcode or other destinations outside the UK, this amount will be deducted from your original payment method)
If you wish to exchange the item again, we will need to charge a postage cost which will be deducted from your original payment method.
Shoe Returns
Shoes can be exchanged or refunded. For exchange, please read terms and conditions above.
For refund, please contact us by e-mail info@quellobride.co.uk. Please send your name, address, telephone number and any order reference via e-mail when arranging a refund. We have to receive the e-mail within 7 working days following the day that the goods were received. Please be aware that we cannot process any refunds/exchanges without this information.
Where you do cancel your order, you are under a duty (until the goods are returned to us) to retain possession of them and take reasonable care of them.
NO refunds will be given unless we receive the goods safely, with the necessary documentation (email confirmation) and within our deadline under any circumstances.
We do not reimburse any original delivery costs.
We do not reimburse any shoes that have been dyed.
For all orders returned after we have already exchanged the item, a refund will be made less a small 10% deduction. This ensures that we recover the postage cost paid by us for the exchanged goods of which we do not charge the customer.
If you wish to exchange the item again, we will need to charge a postage cost which will be deducted from your original payment method.
Any returns that are sent back to us that incur customs charges our end will be deducted from the total of the refund, We will not be liable for this cost under any circumstances.
Please send all returns to the following address:-
Quello
15 High Street
Kenilworth
Warwickshire
CV8 1LY
Phone: 01926 858835 (Lines open 10-5pm Tuesday to Saturday)
Answerphone in place outside of these hours
Email: info@quellobride.co.uk
Company Registration Number: -
VAT Number: -
Your rights to return goods are protected under the EU Distance Selling Directive.
