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Customer Service
Here at whomadeyourpants? we believe in being honest about who we are, what we do, and how we do it. We're proud of what we do well and not afraid to put our hands up to what we get wrong.
We're aiming to have a whole load of information on our website about what goes on at our factory including how much waste we produce and how much waste we divert from landfill, but we also know that no matter how much you love us for that stuff, you want to be treated like a person when you contact us.
So we promise that we will:
- Respond to any email within 72 hours.
- Resolve your problem as quickly as we can - we aim for within a week but as we use external payment handling people and our website is managed by awesome offsite volunteers, sometimes timing is out of our hands.
- Be honest when we talk to you - we're not afraid to say we don't know but will always scurry away to find something out
- Do our best to do the best. We are human and will make mistakes, but everyone here wants you to love our pants as much as we do. Which is a whole lot.
- Do what we've said we will. We won't say we'll do something that we can't.
- Answer any* questions you have honestly.
*within reason, clearly. We might tell you what sort of pants we're wearing, for example (Becky certainly would, she often shows people too), but we probably wouldn't give out our home addresses or bank security numbers.
Delivery
We want to get your lovely pants to you faster than a speeding bullet so you can start enjoying them straight away! However we don't quite have super-powers (yet) so here's what we promise:
- If the pants you've ordered are in stock, they will be posted out to you within seven days of us receiving your payment.
- If not, we will email you within 72 hours of receiving your payment, and let you know when they'll be ready, or offer an alternative product.
The delivery charge is included in the cost of your pants and will appear on your invoice.
Please let us know if you have any queries about delivery of your order at [email protected] or by calling the office on 02380 225536.
Returns/Claims
We are so proud of our gorgeous pants, and our wonderful women who make them, and we stand by the quality of our products.
However if there is a manufacturing defect or the pants are faulty, we will be happy to accept a return of your order, and will exchange or refund the faulty or defective ones. For hygiene reasons, we will not be able to accept the return of any items that have been worn next to the skin. We suggest you try our pants on over other underwear!
Under a piece of legislation called the Consumer Protection (Distance Selling) Regulations 2000, you are also entitled to a seven day "cooling off period" during which you may return pants to us that you ordered on the website for reasons other than defect or fault. Please note again though, for hygiene reasons, we cannot accept returns if the pants have been worn next to the skin.
Our returns policy does not affect your statutory rights.
(Ever wondered what "your statutory rights" are? In the UK, consumers have certain rights under a couple of pieces of law: that what they've bought is of satisfactory quality - that it's not faulty or defective or unsafe, fit for purpose - that it does what it's supposed to do, and "as described" - that it matches it's description. Now you know!)
If you do need to return pants to us, please call us on 02380 225536 or email us at [email protected] and we'll sort out covering the return postage for you.
If something happens to your pants during delivery, we may be able to replace them depending on the circumstances. You need to let us know here within seven days of delivery, and we may need to investigate the situation or ask you to return the pants and packaging to us for our team of internal pant detectives!
Payment Options
We accept online payments by credit and debit card, and offline payments via direct bank transfer or cheque.
Our secure online payment facilities are provided by Nochex. We never receive or otherwise see your card details for online payments.
At present we are unable to accept card transactions via telephone, or any payments from charge cards or any non-UK issued cards. We hope this doesn't cause any inconvenience.
Gift Vouchers
Our gift vouchers :
- are available for £15, £25, £35, £50 and £75 worth of pants.
- have no expiry date
- are only redeemable at our online shop www.whomadeyourpants.co.uk
- must be redeemed with the voucher code
- have no monetary value
- are not exchangeable for cash
- are non refundable
- are not subject to discounts at point of purchase
- must be redeemed against a single order which must be equal to or greater than the value of the voucher
