Returns
If you wish to return an item which you have received, you have up to 28 days to return it to us (excluding SALE items). You must contact us in the first 14 days to advise that you intend to return it. It must be returned in the same condition that you received it. Please include your order number and reason for return inside the box. Once we have received your return, your refund will be processed within 7 working days. Please note, we do not refund the original delivery cost or reimburse you for the cost of returning an item to us.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
Please note: If you are returning machinery, the machine must be drained of all fluids and boxed or wrapped securely.
Return adress:
KOC
22 Barton Gardens
Sherborne
Dorset
DT9 4BE
01935 814141
Amends & cancellations
To amend or cancel an order which you have not yet been dispatched, please contact us with details of the order you are amending or cancelling. If you wish to cancel an order which has been received, please follow the return instructions above.
Unfortunately, we're unable to amend a KOC order once it's been placed. If you wish to cancel your order, you can do so up to 1pm on the day prior to the specified delivery date by emailing service@kingofcrates.com or calling 01935 814141 (Lines open 9am - 5pm Monday to Friday). Once we have received your request, we will confirm this to you via email.
Faulty Goods
If you receive something faulty from us, you have 30 days to return it. Please contact our customer services team who will provide information on how to return the item.
Incorrect Goods
If we sent you something you hadn't ordered, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
All KOC are subject to availability and may vary slightly throughout the season. We reserve the right to make subsititutions where necessary and replacements will be of equal or of greater value than those shown. On the rare occassion where substition of an entire bouquet is required, a member of our customer care team will endeavor to contact you before doing so. If we are unable to reach you via the contact details provided prior to the arrangement of the bouquet, will assume you accept the substitution.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
Defective Goods
Products
If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days to get either a replacement or a refund. Some products are covered by a manufacturer's warranty, if this is the case, please contact the manufacturer directly.
Crates
If you receive a crate that you believe is in bad condition, contact us immediately, but no later than 14 days after its arrival. We request that you email us a photograph of the crate so that we can send it to our crate experts to be reviewed. Bear in mind that authentic crates look different. However, if you are concerned, contact us with a photograph of the crate within 14 days of delivery and we will be happy to pass the photographs to our crate experts to assess whether there is a problem.