Returns Policy

We take pride when you are happy with your purchase. But if you have changed your mind after receiving our products & wish to return them please email us at: info@strawberry-cream.com including your order number, the item/s you wish to return, briefly stating your reason for return. Please include a daytime contact number (in case we need to contact you via phone).

Returns & refunds

Getting a refund:

Refunds will only be made if the following criteria is satisfied:

  1. The refund claim is made within 30 days from the date when the goods are delivered and signed for as received.
  2. Goods are unused, unwashed, and in its original condition and packaging.

We reserve the right to inspect these goods and determine whether a refund can be made. Please allow up to 21 working days for your refund claim to be processed. We will email you, notifying whether the refund application has been successful and the amount that will be reimbursed.

Returning part of your order:

Please note, that depending on your order value, discounts may already have been built in. Choosing to return some of the items may affect the discount applicable on the items you decide to keep. We will calculate the price for the items you choose to keep, and deduct that amount from the original order value. We will refund the balance to you.

How to return goods

For UK based customers:

We recommend you use the services of Collect+. We will give further instructions by email on how to make a return.

Although rare, items sometimes do get lost in transit. We therefore recommend that you obtain sufficient insurance cover provided by the courier, and choose the option of “Signature on Delivery” – to cover the cost of goods in the event it gets lost in transit.

We ask that you obtain and retain all documents that show proof of posting (e.g. receipt/invoice), together with tracking reference details. Items lost in transit, where proof documents are not retained, will be treated as if no returns have been made.

For EU based customers:

We ask that you use the services of a reputable courier e.g. DPD, DHL, FedEX or UPS when making returns.

Although rare, items sometimes do get lost in transit. We therefore recommend that you obtain sufficient insurance cover provided by the courier, and choose the option of “Signature on Delivery” – to cover the cost of goods in the event it gets lost in transit.

We ask that you obtain and retain all documents that show proof of posting (e.g. receipt/invoice), together with tracking reference details and other important information. Items lost in transit, where proof documents are not retained, will be treated as if no returns have been made.

Exchanges

We allow exchanges to be made. For both UK & EU based customers, simply follow the Returns process stated above. 

Once we have received the goods you wish to exchange, we will inspect these to ensure they are unused, unwashed, and in its original condition and packaging.

Once satisfied, we will exchange these. Price differences may arise if exchanges are in relation to a different size / product request. Consequently any price difference, if it arises, may be payable by you to Strawberry & Cream – Home, or vice versa.

The new exchanged goods will be delivered to the same address stated at the time you placed the original order - unless instructed otherwise in writing. Please note that delivery and handling costs incurred in shipping the exchanged goods back to you will be chargeable in full.

Defective Goods

For product(s) that are defective, or other errors relating to your order, you must notify us of these within 7 days from the date when the goods are delivered to you.

We will contact you and ask whether you prefer a refund or a replacement of these goods. In either case, we will satisfy your request at no additional cost to you including costs you may incur in returning the defective products to us. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.