Exchange or return
Exchange or return? No problem!
At legendURN, we stand behind our products, our service, and you, our valued customer. Our goal is to offer only the finest sympathy gifts available, gifts that will assist in the healing process and create lasting memories for years to come. Each item we offer must meet strict standards of workmanship and design. We work closely with a select group of artists, designers and suppliers of these items, to ensure they are of the highest quality, and that any order placed with us is processed with complete accuracy.
Returns policy
You may return the product within 100 days after receipt, free of charge. The purchase amount will be remitted to your bank account within 7 working days after return receipt of the order. The product must be returned to us in an undamaged condition and in its original packaging. Any item being returned must be in new condition. We cannot take back an item that has been custom made or personalized and/or that has had any ashes placed in it.
How can I return an order? 3 steps
We kindly ask you to manually return the product(s) to us using a simple economy parcel shipment via the Royal Mail. Please do not send the parcel via express shipment.
1. Fill in the return form and close the parcel properly
In order for us to handle your return shipment properly, we ask that you fill in the return form as completely as possible and enclose this in the parcel. Please don't forget to include your bank details (preferably IBAN) so we can refund the return costs quickly after. Ensure that your products are packaged properly.
2. Return parcel and designate as gift
Now you can send your parcel via your nearest Royal Mail Service Point. Since the United Kingdom is no longer part of the European Union, you have to fill in some customs details. Make sure you designate the parcel as a GIFT. In no way choose commercial shipment as the we'll be charged import duties over our own returning goods.
The average cost might be up to 15 GBP for the return shipment. This amount, together with your order will be credited when items have been received and processed. *Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package for the purchase price of the merchandise before sending it back to us. Please send the parcel to the following address:
legendURN
Returns department
Roggemole 8-14
8531 WB Lemmer
The Netherlands
3. Inform us about return shipment
Please save the proof of the Customs Declaration Note and the receipt of your shipment, make a photo or scan and include this in your reply e-mail once you have returned the parcel.
After receiving your email, we have the tracking information of the parcel, the proof of return costs and we're aware of your returning your order.
The purchase amount of products returned according to our Returns Policy will be refunded to the payment source (i.e. credit card) used to place the order. Your refund will be for the actual purchase price of the item. For example, if you return an item purchased as part of a sale or promotion, you will receive a refund for the actual amount paid, not the total retail price of the item. You will receive an email notifying you when we have received your return and have credited your account. *Please note: It may take up to two full billing cycles for your credit to appear on your payment source.
What should I do if I have received a damaged product?
We’re really sorry to hear about this. The quickest and easiest way is to send us photos of the damage as soon as possible:
1. photo of the damage to the ordered item(s);
2. photo of the parcel;
3. photo of the packaging used;
4. photo of the shipping label on the box.
Please send the pictures to our email address [email protected] stating your order number or in reply to your order confirmation e-mail.
Now we can assess whether the package must be returned or may be destroyed (especially ceramics and glass can break. In this case, the best thing to do is to dispose of it).
Of course we will provide you with a new shipment afterwards unless you want a different solution.
What should I do if I have received a wrong product?
The return procedure for an incorrectly delivered product is the same as the procedure for returning products.
If you have any questions or concerns about returning an item, please contact us by filling out the contact form, sending an email to [email protected] or by calling +44 808 169 4319.
