Returns Policy

Returns Policy

1 Your satisfaction is our number one priority.

1.1 Should you wish to cancel your order or return an item you have ordered please contact our Customer Services on:

Email: customer.services@dunhill.com

Telephone:
United Kingdom +44 (0)845 4580779 Monday to Friday 9am to 5 pm UK time
Europe +44 (0)2071980658 Monday to Friday 9am to 5 pm UK time
USA +1(212) 753-9292 Monday to Friday, from 9a.m. to 5 p.m. EST

1.2 Alfred Dunhill Customer Services will supply you with a Returns Authorisation Form number (RAF) and full instructions. You should retain the RAF number as a record.

1.3 When contacting Customer Services please quote:

  • Your order reference number (please refer to your packing note or order confirmation e-mail);
  • The items(s) you are returning or cancelling;
  • Reasons for return or cancellation

1.4 Our address for returns and cancellations is:
CEPL
22-24 Avenue Fief Parc d’Activités des Béthune
95310 Saint Ouen l’Aumône
France

2 Cancellations and "cooling off” period.

2.1 If you wish to cancel your order, you are entitled to do so within fourteen (14) days following delivery of the item(s) and obtain a full refund of the purchase price of the delivered item(s). Alfred Dunhill will arrange pick up and pay the transportation costs for the order cancellation events listed in 7 below.

2.2 Please be aware that sometimes it will not be possible to stop a cancelled order from being dispatched, because we endeavour to process orders on the same day. If your order has already been fully processed and dispatched, please follow the returns policy.

3 Cancellation and returns following delivery.

If you are not happy with the item(s) delivered you may either:

3.1 Cancel your order. In accordance with the aforementioned cancellation and "cooling off" period, the cancellation period commences as of the date you receive Our e-mail acknowledging acceptance of your order and ends on the fourteenth day following receipt of the merchandise by you or, in the case of gifts, the person who received them.

3.2 Return the item

4 Returns and cancellations.

4.1 In the event of returns or cancellations, We require that you return any item(s) to Us in their original packaging in a "new and unused state" with all original labelling attached and a copy of the invoice.

4.2 PLEASE NOTE: "New and unused" means that there are no marks on the item(s) or any wear on the tags. We do not sell used item(s) and will not accept any item with any indication that it was used or, in the case of belts, cut to size. All item(s) will be subject to a Quality Control (QC) check on return receipt. If item(s) do not meet QC standards then the item(s) will be returned to the purchaser at the purchaser's cost.

5 All returns and cancellations will only be accepted with a RAF number (please refer to section 1.1 above for details of how to obtain a RAF number).

6 It is the Customer's responsibility to ensure that any goods being returned are fully insured whilst in transit to Alfred Dunhill.

7 Although we make every effort to ensure that you receive the item(s) ordered, please let us know if this is not the case. We offer a free returns process using DHL in the event that:
  • The item(s) is not what was ordered
  • The item(s) is flawed
  • You have changed your mind and wish to cancel your order during the cooling off period outlined in section

7.2 Above (this does not apply to orders sent as a gift please see Our gift policy in section 8)

8 In all other cases shipment and insurance of item(s) returned, cancelled or exchanged is the responsibility of the sender and this will be at their cost. We require that item(s) be returned within thirty (30) days of the date of delivery of the item(s).

9 Our address for all returns is:
CEPL
22-24 Avenue Fief
Parc d’Activités des Béthune
95310 Saint Ouen l’Aumône
France

10 In the event of any failure to return any item(s) to Us as set out in these Terms within the stipulated time limits, even though validly cancelled, We shall have the right to charge any costs relating to the recovery of the item(s).

For further information you can contact Our Customer Services on:

Email: customer.services@dunhill.com

Telephone:
United Kingdom +44 (0)845 4580779 Monday to Friday 9am to 5 pm UK time
Europe +44 (0)2071980658 Monday to Friday 9am to 5 pm UK time
USA +1(212) 753-9292 Monday to Friday, from 9a.m. to 5 p.m. EST

11 Refunds to you will be made within 30 days of the date of cancellation notice provided that the goods are properly returned. All undamaged, correctly returned items will be credited to the original purchaser's payment card including VAT but excluding shipping charges and recovery costs. We do not offer Alfred Dunhill store credits.

12 Alfred Dunhill will not issue credit notes for use through the dunhill On-Line Store or in Alfred Dunhill stores/stockists.

13 Items purchased through the dunhill On-Line Store cannot be exchanged or refunded in Alfred Dunhill stores/stockists.

 
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