Changed your mind? Not a problem. At Addis, we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from us.
Firstly, please make sure that you check your items carefully before you use them. Secondly, we recommend that you keep your receipt or order number, which can be found on your order confirmation email or on the despatch note that comes with your delivery, because you might need it as proof of purchase in the event of any after-sales enquiry.
Our products* are covered by our 14 day money-back-guarantee. You are responsible for the cost of returning the item. Please note where possible; return the goods in their original packaging.
If there is a fault with any products on delivery, please contact us via email [email protected] and we will assist in resolving the issue.
As soon as we receive the returned item(s), we will issue a refund, less the delivery charge (if applicable), to the card you made the original purchase with. Please note that for security reasons we can’t refund a different credit/debit card to the one you placed the original order on and we can only send out replacement products to the delivery address specified in the original order.
Our 14 day money back guarantee fulfils the legal requirements of the Consumer Contracts (Information, Cancellation and Additional charges) regulations 2013 to ensure you feel comfortable shopping with us. Below is the official requirement of Consumer contracts ( information, cancellation and additional chrages) regulations 2013 for your reference:
Under the Consumer Contracts (Information, cancellation and additional charges) Regulations 2013, you have a right to cancel your order for any item purchased on this website for a full refund within 14 days of receipt of goods. To cancel, you can email us or write to us within seven working days* of delivery of your item(s), quoting your order number. Your items, where reasonably possible; must be returned to us in their original packaging. If you have an order query, please email Consumer services or call us on 0800 515 300.
Our opening hours are 8.30am-4.30pm Monday- Thursday and Friday 8.30am-3.00pm
To place an order you will be asked to provide a valid email address so that we can contact you with any queries. You will only pay one delivery charge per order regardless of how many items you order.
Goods that are currently in stock will be delivered within 5 working days from confirmation of your order and a flat rate delivery charge of £3.95 will apply.
Unfortunately, we have had to halt deliveries to certain locations, which include the Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Republic of Ireland & Channel Islands. We apologise for any inconvenience this may cause.
Standard deliveries are made by Hermes and DPD. Drivers will attempt the delivery twice, on successive days whenever possible.
Some smaller items may be delivered by Royal Mail (http://www.royalmail.com). In the event that you are not home at the time of the delivery, a card will be left.
Your dispatch confirmation email will confirm the method of despatch with tracking numbers where applicable. As most of our parcels are delivered via Hermes, you will receive an automatic dispatch confirmation that states Hermes are delivering. On occasions where you have requested for DPD to deliver or if your parcel needs to be delivered via DPD due to height restrictions with Hermes, your tracking number will show 'DPD' prior to the tracking number.
If we are still unable to make a successful delivery after two attempts, your order will be returned to our warehouse. You can then request the order to be re-delivered, however this will incur an extra delivery cost of £3.95, unless the delivery error is due to failure on the part of Addis or our carriers, in which case Addis will re-deliver free of charge.
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
Our delivery promise to you is to do our utmost to ensure that you receive the items you have purchased as soon as possible within the guarantee period. It is our intention to exceed expectations whenever possible.
If we do make a mistake, we will use our best endeavours to rectify the problem and find an outcome that is suitable for you.
Delivery times apply only to products in stock. If an item is out of stock we will inform you at the earliest opportunity. If we are unable to guarantee when new stock will be available you have the right to cancel your order.
In periods of high demand, it is possible an order will be accepted with insufficient stock to fulfil that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund.
Our couriers work throughout the day, Monday to Friday (excluding public holidays) so your order may arrive any time between 7.00am and 5.30pm
We do not generally deliver on weekends or Bank Holidays although occasionally some smaller items may be delivered by Royal Mail on a Saturday.
Some deliveries may require a signature by either yourself or a trusted friend/neighbour.
For security reasons we cannot deliver to a BFPO address
We reserve the right not to deliver orders if we believe the address is not secure, for example, to communal postal address or a PO BOX - if this affects an order you place, we will notify you as soon as possible.