You have the right to request a full refund and/or exchange within the first 30 days of purchase. After this period, we can no longer offer you a full refund or exchange. At the point of return the product must be unused, in the same condition as it arrived to you, and within the same original The Life of Ply packaging.
As bespoken items are made to order we cannot offer a refund for these unless they are faulty, we also do not accept refunds for sale items. For this reason, we encourage you to send any specific requirements for bespoken products directly before purchasing so we can confirm your needs and confirm what is being ordered.
Please contact us to request a refund on item.
Once we have received and inspected your product you will be notified by email on our decision to either reject or accept the request for refund or exchange. We will contact you on the email address you gave us at the point of sale, we encourage you to check your spam if you do not receive this.
If your request has been accepted your refund will be processed and will be credited to the payment details you have given. This could take up to 14 days to process depending on your bank provider.
As the consumer you will be responsible for paying for your own shipping cost, this is a non-refundable cost. If you do receive a refund the cost of return shipping will be deducted from the overall refund cost.
We do not accept liability loss in postage for your return and therefore, we suggest for more expensive products you consider choosing a trackable shipping service.
Due to products being made on request we can only replace products if they are damaged upon arrival.
To request exchange please contact us. Once your request has been sent and exchange has been accepted you will receive an email with further information.
If you have ordered a product from The Life of Ply as a gift for someone else, please ensure you have ticked the product as a gift on purchase. This insures in the case of a refund you can be approved for a gift certificate.
If you are the gift receiver and the product has been directly delivered to your address you have the right to receive a gift certificate for the value of product being returned. If accepted you will receive a gift certificate credited the refunded value, ready for you to repurchase in The Life of Ply.
If the gifter has put their address on purchase or have not told us that the item was a gift on the point of purchase then a refund will be directed to them and you will not receive the certificate.
Should you have any problems or queries with your order as explained above, then please do not hesitate to contact us with your order ID and photos if applicable. Photographs should be taken in natural light. The picture should show the front, back and both sides of product including the damaged area for inspection.