1 RETURNS BY POST
1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 14 days from actual receipt. You will be responsible for the cost of the return. We will give you a full refund within 5 working days of receipt, provided the item(s) are in a re-saleable condition i.e. in their original packaging, unworn, unwashed without perfume scent or deodorant marks and complete with their original labels. Some products will be non-returnable due to hygiene reasons (Please refer to Section 4 below and 12.2 of the Terms & Conditions). We reserve the right to refuse a refund on items returned that are not in a resalable condition.
1.2 To return an item by post you need a returns number. A returns number can only be obtained by e-mailing us at returns@pilotfashion.com. Please specify the Order # from your Web Receipt on your Returns Number request email. You will be issued with a returns number normally within 24 hours, Monday to Friday.
1.3 The returns number must be entered onto the returns form which appears on the back of your Web Receipt.
1.4 Place the duly completed returns form with the item(s), wrap the items adequately and make sure that they are in a fully sealed package.
1.5 Ensure that the following address is clearly marked on the package.
Web Returns
Fast Fashion Ltd
Argyle House
Collingwood Road
Coventry
CV5 6HW
England
1.6 For returns from the UK, ensure that you obtain a certificate of posting from the Post Office as proof of postage. Keep this in a safe place until you have received your refund as it is your proof of postage in the event of the goods being lost in transit. Make sure that this certificate of posting has the Fast Fashion name and returns address on it and the post office date stamped confirmation on it. Allow up to 7 days for your item(s) to reach us.
1.7 For returns from the selected EU countries which we deliver to, ensure that you obtain a document or certificate from the postal service as proof of postage. Keep this in a safe place until you have received your refund as it is your proof of postage in the event of the goods being lost in transit. Make sure that this proof of posting has the Fast Fashion name and returns address on it and official confirmation of the date of postage on it. Allow up to 14 days for your item(s) to reach us.
1.8 Refunds will be made to the original payment card / method.
1.9 Exchanges are not available by post. If you require a different item place a new order online and return the original item to us within our returns policy guidelines.
2 RETURNING / EXCHANGING AT A ‘PILOT’ STORE
2.1 Exchanges / Refunds for purchases made via PilotFashion.com are available at Pilot standalone stores. As long as it is within our returns policy guidelines (see 1.1 above) and within 20 days of the date appearing on your web receipt, simply take the item(s) you wish to return or exchange with your Web Receipt to your nearest store and inform the Sales Assistant that you bought the item(s) online. The assistant will be happy to either help you find an alternative or process a refund via the original payment credit or debit card. If you originally paid by Google Checkout or Paypal, a store will not be able to refund to these payment methods but will be happy to refund to a credit or debit card of the Google Checkout or Paypal account owner who must be present to receive the refund.
Note:
a) A Pilot store is unable to accept a faulty or damaged item. If an item is faulty or damaged it must be returned in the post to us directly.
b) A Pilot store will not be able to refund the cost of postage in the event that a wrong item has been sent to you. You may obtain an exchange or refund from a Pilot store and then e-mail your claim for the postage charge to returns@pilotfashion.com in the case that you received the wrong item(s).
3 FAULTY OR WRONG ITEM
3.1 If you receive a faulty or damaged item and you want to return by post, you must email returns@pilotfashion.com, stating the Web Receipt number and the reasons for wanting to return the item. You also need to advise us on whether you require a refund or exchange. On receipt of the email, we will normally respond within 24 hours, Monday to Friday.
4 PRODUCTS WE ARE UNABLE TO REFUND
4.1 Pierced jewellery, swimwear, lingerie or sunglasses cannot be returned for hygiene reasons.
4.2 Returns on hosiery can only be accepted if the pack is unopened.
4.3 Gift vouchers are non-returnable and cannot be exchanged for cash. These conditions do not affect your non-excludable rights under law.
4 DELIVERY CHARGES
4.1 Costs to return goods to us by post will only be refunded if you have received a wrong, damaged or faulty item. In any other case, you will be responsible for making sure the item or items reach us safely and you will be responsible for the costs of posting.
5 RETURNING AN ITEM BOUGHT IN A PILOT STORE
5.1 Items bought in a Pilot Store cannot be returned by post. Please return to your nearest Pilot store.
