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How do I return items for a refund?

How do I return items for a  refund?
  1. Check that the item you wish to return is not exempt under our Returns Policy (See section 7.2 of our Terms and Conditions).
  2. You must email or write to our head office within 7 days of receiving your products to tell us that you would like to cancel the order and get a refund. Our Head Office email address is sales@dancia.co.uk and our postal address is: Dancia Ltd, Crown House, Crown Road, Portslade, East Sussex BN41 1SH.
  3. Download, print and fill in a Returns Form:
    Download a returns form
  4. Return the products to us immediately, in the same condition that you received them, along with the completed Returns Form.
    • Shoes and garments must be unworn with labels attached, free from make-up, odour and deodorant marks and be in the original packaging where appropriate.
    • Please note that you are responsible for the cost of returning products to us (unless they are defective – please see returning faulty goods)
    • We strongly advise that you obtain proof of postage as we cannot be held responsible for returned items that we do not receive.
  5. Subject to the conditions above, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your notice of cancellation.
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How do I exchange items?

How do I exchange items?
  1. Check that the item you wish to return is not exempt under the terms of our Returns Policy (See section 7.2 of our Terms and Conditions).
  2. Download, print and fill in a Returns Form, including details of the items you would like to exchange your products for:
    Download a returns form
  3. Return the products to us within 21 working days of receiving your order in the same condition that you received them, along with the completed Returns Form.
    • Shoes and garments must be unworn with labels attached, free from make-up, odour and deodorant marks and be in the original packaging where appropriate.
    • Please note that you are responsible for the cost of returning products to us (unless they are defective – please see returning faulty goods)
    • We strongly advise that you obtain proof of postage as we cannot be held responsible for returned items that we do not receive.
  4. Subject to the conditions above, we will aim to process your exchange and ship your replacement goods to you within 14 days. If we are not able to process your exchange within this timescale, we will contact you at the earliest opportunity to let you know.
  5. For exchanges being delivered to UK addresses, we offer free standard delivery the first time a Product is exchanged. However, if you wish to exchange a Product more than once or your shipping address is outside the UK, additional shipping costs will be charged.
  6. Any extra amounts will either be debited or credited to you via your original payment method.
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My order contains an incorrect/faulty item

My order contains an incorrect/faulty item
  1. Print and fill in a Returns Form, including details of the defect or error, and whether you would like to exchange the product or get a refund:
    Download a returns form
  2. Return the defective/ incorrectly sent products to us along with your completed returns form by 2nd class post.
  3. Products returned by you because of a defect or an error on our part will be refunded in full (including the cost of sending the Products to you via standard delivery, and the cost of you returning the Products to us by 2nd class post) within 30 days (although in most cases you will receive your refund much sooner than this). Alternatively, if we and you agree, we may supply you with a replacement or substitute Product.
  4. Please note again that we will only refund the cost of returning products to us by 2nd class post. We also strongly advise that you obtain and proof of postage as we cannot be held responsible for returned items that we do not receive.
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Do I need to pay to return items?

Do I need to pay to return items?

Yes. You are responsible for the cost of returning products to us unless we have sent you the wrong product in error, or the product is faulty.

If you are returning incorrect or faulty items to us, you will need to pay for the postage up front and we will reimburse you at a later date.

Please note again that we will only refund the cost of returning products to us by 2nd class post and only when the product is faulty or we have sent the wrong product in error. We also strongly advise that you obtain proof of postage as we cannot be held responsible for returned items that we do not receive.

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Which countries do you deliver to?

Which  countries do you deliver to?

We ship goods worldwide, provided that payment has been received in full prior to dispatch and subject to third party anti-fraud checks.

Naturally, shipping goods abroad is more expensive than delivering to UK addresses, and unfortunately we may be unable to offer a precise delivery dates for orders being shipped to foreign countries via standard post.

If your order is to be shipped abroad and you require expedited delivery or tracking of your consignment, we may be able to arrange a courier service for a small extra charge. Please contact us for more information and a quote prior to placing your order.

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How much does delivery cost?

How much does delivery cost?

The delivery cost will depend on the total value of your order (excluding VAT), the country your goods are being shipped to and the delivery method you have chosen.

Please see our shipping page for further details.

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When will my order arrive?

When will my order arrive?

The times it takes for your order to arrive will depend on the delivery method you have chosen, the country your order is shipping to and whether your items are in stock.

Out of stock and made to order items will take longer to arrive. We will contact you to advise you of this on receipt of your order. If your items are not in stock we will let you know as soon as possible and where possible, give you an estimated date for delivery. If the estimated delivery date provided by us is not acceptable to you, you may cancel your order and receive a full refund.

Please note that the delivery time quoted for UK Standard Royal Mail delivery below is an estimate only. The average delivery time is 2 to 3 working days, but parcels may take up to two weeks to arrive.

Providing an estimate for items being shipped abroad is more difficult as this is largely dependent on the efficiency of the receiving foreign postal service. The delivery times quoted below are therefore also an estimate only.

Estimated UK delivery times for in-stock items
Standard delivery (Royal Mail): up to 5 days
Special Delivery (Royal Mail):   Guaranteed next working day, before 1pm

Estimated delivery times for in-stock items to the European Union
Standard Delivery (Royal Mail):  10 days

Estimated delivery times for in-stock items to the rest of the world
Standard Delivery (Royal Mail): 15+ days

Please note that we must allow 15 working days for delivery of a UK order and 20 working days for delivery of an international order before they are considered ‘lost in the post’. Please contact us after this time to take action - this is a Royal Mail requirement.

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Why have I not received my order?

Why have I not  received my order?

Orders are normally dispatched the following working day. If there is a problem with your order we will contact you by phone or email.

You can view status of your order by logging on to My Account, clicking on the 'Order History' link.

Please Note we must allow 15 working days for delivery of UK orders and 20 days for delivery of international orders before parcels are considered 'lost in the post'. Please contact us after this time to take action - this is a Royal Mail requirement.

You are welcome to contact us at sales@dancia.co.uk with any queries relating to your order.

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How can I check an order?

How can I check  an order?

You can view status of your order by logging on to My Account, clicking on the 'Order History' link.

If you opted at the checkout to receive email updates on the progress of your order, these will be sent to you automatically as your order progresses.

You are welcome to contact us at sales@dancia.co.uk with any queries relating to your order.

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How do I use a coupon code?

How do I use a coupon code?
  1. Click on the ‘Shopping Basket’ link when you are ready to complete your order
  2. Enter your code in the ‘Coupon Code’ field displayed below the shopping basket contents
  3. Click the ‘Apply Coupon’ button
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Do you offer gift wrapping?

Do you offer  gift wrapping?

Dancia does not currently offer a gift wrapping service for mail order items. If you would like to see us providing this service in future, then please email this suggestion to sales@dancia.co.uk. We value customer feedback and will consider any suggestions made.

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I see an error on the website

I see an error  on the website

We apologise for any errors you may have encountered while visiting our website.

If you continue to experience any issues please contact our head office team on 01273 414455 ext.20. Alternatively you can email us at sales@dancia.co.uk or use our contact form.

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Which Payment methods do you accept?

Which Payment methods do you accept?

We are currently able to accept payment by the following methods:

  • Visa Debit Card
  • Visa Credit Card
  • Mastercard
  • Maestro
  • JCB
  • Solo

We regret that we are unable to accept payments via PayPal or Visa Electron at present.

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Do you store my card details?

Do you store my card details?

All card payments are processed securely by PayPoint.net on Dancia’s behalf. Dancia does not receive, store, or process any of your payment card details through this website.

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Privacy and Your details

Privacy and Your details

At Dancia Ltd we are committed to protecting and preserving your privacy when visiting our site or communicating electronically with us.

Our Privacy Policy contains an explanation of what happens to personal data that you choose to provide to us, or that we collect from you whilst you visit this site.

We do occasionally update this Policy and recommend that you return and review this Policy from time to time.

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