Returns Authorisation
Please note that we do not accept any returns without prior authorisation and a completed returns form. This process ensures a swift resolution and refund if needed.
Unwanted Items
If you are not completely satisfied with your purchase, please notify us within 10 business days of receipt, including product samples. You may return the item(s) in their original condition and packaging within 10 business days. Footwear must be returned in their original boxes and is subject to a limited warranty. Refunds will be issued minus the return postage cost, which is payable by the customer.
For unwanted or sample product returns, it is your responsibility to ensure these are returned securely. We do not offer a pre-paid returns service for samples or unwanted items. We strongly recommend sending items back via Royal Mail Recorded Delivery or a similar trackable and signed-for method within 10 calendar days of notification. Please follow the steps below for how to return items.
Unwanted returns are only valid for plain items that have not had any print, embroidery, or other decoration/modification applied. Non-stock or specially ordered items may incur a restocking fee for business-to-business transactions.
Faulty Items
If the item you received is faulty, please contact us by email at [sales@dittocc.co.uk](mailto:sales@dittocc.co.uk) or download a returns form from the link below. Please quote your order number, name and address, details of the product, and the reason for return. If the item is deemed faulty by us or the manufacturer, we will advise you on how to proceed with the return. You may need to send back the items for inspection. If found faulty, we will refund the item and the return cost. You have 30 days from receipt of any faulty item to return it to us. Upon receipt and inspection, if found faulty, we will refund the item and the delivery costs.
*Please see important information regarding tolerances of logo positions here. (Attach the file “tolerance of print” from the attached folder.)
Missing Items
If you believe some of your items are missing and the delivery note indicates they should be with you, please notify us within 10 days by telephone or email at [sales@dittocc.co.uk](mailto:sales@dittocc.co.uk). Prompt notification is essential for us to track the missing items through our systems and those of our delivery partners. Regrettably, if you do not reach out within 10 days, we may be unable to resolve the issue.
How to Return an Item?
1. Download a Returns Form
Download the returns form [here] (attach the file “Return Form” from the attached folder). Print out the form, complete it, and email it to [sales@dittocc.co.uk](mailto:sales@dittocc.co.uk) or call us on 01325 26 10 20. We will then issue you a returns authorisation number. If you are returning the items yourself, please bring the completed returns form with you.
2. Packing Your Items if Returning via a Third Party
Include your returns form in your parcel after obtaining a returns number. Pack your items and form securely in the original packaging, and attach a label to the parcel with the following address:
Returns Department
Ditto Custom Clothing Ltd
Unit 7 Whessoe Road
Darlington
County Durham
DL3 0QP
“`
3. Return Your Parcel by a Trackable Method
We strongly recommend using a trackable method, such as Royal Mail 1st Class Recorded Delivery, to send items back to us. This ensures you can track your parcel and claim from your delivery company if it gets lost. Keep a record of your returned parcel’s tracking number as proof of postage. We will not issue any refunds for items not returned to us.
Your refund will be issued to the original payment method. Once a refund is agreed upon, please allow approximately 5 working days for it to reach your account. This timeframe is also dictated by your bank or card issuer and is outside our control. If, after 10 working days of returning your item, you have not been refunded, please contact us via our Contact Us page.
Items returned to us due to undeliverable reasons, such as the customer having moved or not being available to accept delivery, will be held for a maximum of 6 months if alternative arrangements cannot be made. If the customer does not contact us within this period, we will recycle or dispose of the goods as we see fit. Any items returned without prior authorisation via the returns procedure will be treated in the same way.