1. Cancellation Before Delivery
- You can cancel your order within 24 hours of placing it, as long as it has not yet been dispatched. Belle London
- To cancel, please email us at support@Ngouk.shop, including your order number and name.
- If cancellation is approved, we will refund the full amount to your original payment method within 3–5 business days. Belle London
2. Returns After Delivery
- You can return items within 14 days of delivery if you change your mind — provided the items are unused, in original packaging, and in resalable condition.
- Please notify us of your intention to return by contacting support@Ngouk.shop or calling +44 7936 383611.
3. Return Shipping
- Return shipping costs (for change-of-mind returns) are usually the responsibility of the customer, unless otherwise agreed.
- If the return is due to our error (e.g., you received a wrong or damaged item), we will cover the return shipping cost.
4. Inspection & Refunds
- Once we receive a returned item, we will inspect it to ensure it meets our return conditions.
- If the item is approved for a refund, we will issue the refund to the original payment method.
- Refunds will be processed as soon as possible, but may take up to 14 calendar days after we receive the return (depending on bank / card provider processing times).
5. Faulty or Damaged Items
- If your item arrives damaged or is faulty, please inspect and report this immediately when it is delivered.
- Contact us (support@Ngouk.shop / +44 7936 383611) with photos of the damage or defect.
- We will arrange either a replacement or a full refund, including any original and return shipping costs, once the issue is verified.
6. Exclusions / Non-Returnable Items
- Some items may not be eligible for return — e.g., made-to-order, custom, or personalised goods.
- Items must be returned with all original packaging, tags, and accessories. If parts are missing or items are not in a resalable condition, we may refuse the return or apply a restocking fee.
7. Restocking / Collection Fee (if applicable)
- For larger items or bulky furniture, if we need to collect the return, there may be a collection fee (to be agreed).
- This fee will be communicated to you before return is accepted and may be deducted from your refund.
8. How to Return an Item
- Contact our support team (email or phone) to notify us of the return.
- We will provide return instructions / address.
- Pack the item securely in its original packaging.
- Ship the item back using a tracked method (if possible) — keep your shipping receipt / proof.
- Once we receive the item and inspect it, we will process your refund.
9. Changes to This Policy
- We may update this Return & Refund Policy occasionally — any changes will be posted on this page.
- The “Last updated” date above will be revised when we make significant changes.
10. Contact Us
If you have any questions about returns, refunds, or this policy, please reach out:
- Email: support@Ngouk.shop
- Phone: +44 7936 383611
- Address: 87 Kirkgate, Bradford BD1 1SZ, United Kingdom