Frequently Asked Questions
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Every one has questions. Sometimes, we have the answer.
If you are still in a state of vexation after looking at the list below, please get in touch. Details on how to do this can be found on the “Contact Us” page.
  • Delivery
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    Delivery in the UK Mainland is normally £3.95. Some larger items however, delivered to the following areas below may incur an extra delivery charge. If this is the case then a member of our customer services team will contact you to discuss the various options before the item is dispatched to you.

    Areas which may incur an additional delivery charge:
    • UK islands, e.g. Isle of Wight, Jersey, Isle of Jura, etc.
    • Northern Ireland.
    • Parts of the Scottish Highlands.
    • Parts of Scotland.

    In the instance that the product carries an additional charge to be delivered, a member of our customer services team will contact you before the item is dispatched. More details are available on this policy on our delivery page.

    Many of our smaller products are dispatched via Royal Mail to the above areas and will still maintain the standard delivery status.

    Royal Mail delivery

    Most packages sent by Just Off The Square will be too large to fit through a letterbox. Somebody will therefore need to be present at the delivery address to take delivery of the order. If delivery is attempted by Royal Mail and nobody is able to take the delivery, a card will be left and the package will be returned to the sorting office to await redelivery instructions or collection. If the package is not redirected or collected within the allotted time the package will eventually be returned to our warehouse. In this case a missed-delivery fee of £3.95 may be charged.

    Courier Delivery (Monday-Friday)

    Heavy, high value and Express orders will be delivered by a courier and must be signed for by an adult. If delivery is attempted by a courier and nobody is able to take the delivery, a card will be left and the package will be returned to the depot to await collection or redelivery instructions. A second attempt at delivery will be made and a card left if necessary. If the package is still not collected or redirected within the allotted time the package will eventually be returned to our warehouse. In this case a missed-delivery fee of £9.95 may be charged.
  • Returns
    Return the Kittens
    For Non-Faulty Goods

    If you have had a change of heart you must return the item to Just Off The Square unused and in its original condition within 14 days for a refund.

    Each returned product must include all parts, accessories, instructions and packaging, etc.
    This includes items such as cable ties and plug covers.

    Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition.

    Please contact a member of our Customer Services team on 01566 777227 (or email shop@justoffthesquare.com) and they will instruct you on how to return the items and issue you with Returns Authorisation Code. We may also advise how to send the item back to us.
    You are also required to complete a Returns Form and return this with your order.
    All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.
    Exceptions

    • The product(s) has/have been personalised, made to order or customised in any way.
    • The packaging or any of the individual product components, has been unsealed or damaged.
    • The product(s) is/are perishable.
    • The non-faulty product does not arrive at Just Off The Square in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
    • The product(s) are toiletries.
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    Faulty Goods

    We make every endeavour to ensure that the goods you receive are in perfect order. However, if the product you have ordered is faulty you have 30 days in which to return it.

    Parcels or items damaged in transit must be verbally reported to Just Off The Square before 3.00pm the next working day following delivery, and also by email within 3 days.
    Please contact a member of our Customer Services team on 01566 777227 (or email
    shop@justoffthesquare.com) and they will instruct you on how to return the items to us and issue a Returns Authorisation Code. Failure to do this will delay your return being processed. You are also required to complete a Returns Form and return this with your order.

    When returning faulty items we may still ask you to return goods yourself. On receipt Just Off The Square will reimburse the costs incurred*. Just Off The Square shall pay you a reasonable
    * postage amount for the return of the product.

    We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier.

    * Please obtain a proof of postage costs so we can reimburse you the full amount.

    *Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £10. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £10 please contact us on 01566 777227 for further advice.

    Exception

    • If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods.

    Refunds

    We will not confirm that we have received your return. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

    Returns Address:
    Returns Department
    Just Off The Square
    25a Broad Street
    Launceston
    Cornwall
    PL15 9AB

    Cancellations
    If you wish to cancel an order please contact our Customer Services Team on 01566 777227. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items.

    This returns policy does not affect your statutory rights
  • What are our Terms and Conditions
    At Just Off The Square, we take the terms and conditions seriously. You can find them click the button below
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