Terms and Conditions
You can return any products purchased on the Travelling Souk website (except for bespoke items or personalised items) for a refund, provided you have the ‘Product Return’ document or other proof of purchase (such a print-out of the email order confirmation).
Unless the goods are faulty, or have been sent in error, all requests for a refund or exchange must be received within 14 days of your receipt of the goods. Unless the item is faulty you will not be refunded the postage. Please note that some stallholders offer free shipping, when items are returned shipping may be deducted from the product price. During the Christmas Period we will extend our refund policy. If you would like to return an item following Christmas you have until 6th January to do so. (This excludes any personalised items)
Items must be unused and returned in the original packaging and in a re-saleable condition. All requests for an exchange or refund must be made in writing to the Travelling Souk in order to process the refund. Please email firstname.lastname@example.org.
How do I return the goods?
You must take reasonable care of the goods whilst in your possession and they must be returned promptly to the address stated in the ‘Product Return’ document, or contact us if you want collection arrangements made. If you are unsure of the address to return the goods, please contact us, as any returns made to an incorrect address will not be refunded.
If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation. If you are using a postage service we advise that you get proof of postage from the post office. When you are returning the goods for a refund you will not be refunded the postage unless the item is faulty.
Please include with the goods your full contact details and a note stating the reason for return.
Returning goods from overseas?
If you have purchased something from us and you live overseas then you must make sure that all duties and taxes are paid when you return the item. The Travelling Souk will not be liable for any costs for returned items
What are excluded from refunds and exchanges?
Certain items are not covered by this returns policy, and are non-returnable and non-refundable, unless defective at the time of receipt.
- personalised items that are specially made, or ordered in accordance with your customised specifications
- food, flowers and other perishable items
- personal products such as underwear, jewellery (including earrings for pierced ears), cosmetics
- any furniture that is specially made or ordered
- any other type of good that is made or commissioned when you place an order
Any goods that have been made to order, or personalised in any way will only be accepted as a return:
- if there is a fault with the goods
- if the goods have not been manufactured as specified
- if the sizing of the goods is incorrect and does not match the written description in the order confirmation email.
If you are returning a bespoke item that was made to order, or personalised in any way due to a fault, or it has not been reasonably made to the specification given by you, we will re-make a new item to the correct specification.
If you wish to exchange any of the goods purchased, instead of obtaining a full refund, please note that any exchange is limited to goods from the same Stallholder’s site. You can of course, obtain a full refund and make purchases from other Stallholders on the Travelling Souk website. It is likely that you will be charged postage for the new item to be sent.
Returns of any items received as a gift
If you received the product as a gift, and do not have the ‘Product Return’ document or other proof of purchase, any refund will be a credit voucher receipt (to be used within 12 months) for the Travelling Souk website.
If you return a gift wrapped order, we don’t refund the gift wrap service charge, unless the goods were defective or gift wrapped in error.
Receiving your refund
We will refund your item within 14 days of either the Stallholder confirming receipt of the returned goods or you providing evidence of having returned the goods (eg a proof of postage receipt from the Post Office), whichever is the sooner. The refund will be credited to the card/account used to make the payment or purchase.
If you have an email address we will send you an email confirming that we have refunded your card.