Returns and Exchanges
We do not offer refunds. Returns or exchanges must be completed within 15 days for all in-store purchases. For online orders, a return or exchange must be requested within 7 days of delivery as indicated by the customer’s provided tracking number, or within 7 days of being contacted for an In-Store Pickup. Headquarter will not accept any returns sent by post without prior written communication and valid Return Authorization. To request a Return Authorization, please contact us at 01152 55111238 or email us at email@example.com.
We ask that all items be in unworn condition with attached tags and original packaging. Upon inspection and approval, an exchange or store credit will be provided for the value of the returned item(s). No refunds accepted. All purchases of “Release Product,” sale and discounted items, including any items discounted by the use of a promotional code, are final sale and not eligible for return or exchange. All charges incurred as the result of a return or exchange (i.e. shipping, duties, and taxes) are the customer’s responsibility. Any missing materials, damage, or other deficiencies will be the customer’s responsibility and a return may be denied or penalized once inspected. Please note that we are unable to facilitate exchanges for returns sent by post or place any items on hold for an exchange. However, once your return is received, you will be notified of your store credit and you may place a substitute order through our website at that time. Additional shipping charges may apply to the substitute order.
Headquarter does not assume any responsibility for the loss or damage of returned goods while they are in transit from the customer. It is the customer’s responsibility to ensure that the return item(s) are packaged and delivered intact, unworn and in original purchased condition, and we strongly recommend using an appropriate carrier with a tracking system. If any matters of liability arise, they will be dealt with and settled between the customer and the return shipping company directly.
Price Adjustments and Price Matching
We are unable to provide price adjustments to reflect current discounts or promotions. Time-limited promotions cannot be applied retroactively. Additionally, while we strive to offer competitive pricing, we do not price match other retailers.
Although we try our best to ensure packages are delivered in a timely manner, shipping times may vary depending on the destination. Once a package is shipped, we have no control over how long it will take to arrive. We also have no control over international customs delays. By placing an order with us, you accept the risk that your package may be delayed during shipment for these reasons.
All domestic orders are shipped via FedEx. For international orders, we offer shipping via Mexpost service. For international Mexpost shipments, once your parcel clears customs, it will be handed over to your local shipping carrier for final delivery. Note that more detailed tracking information can often be found by tracing your parcel on the website of your local shipping carrier (i.e. USPS, China Post, UK Post, etc.).
Your package may require a signature upon delivery. Should no authorized recipient be available to sign, the shipping company will leave a notice and either attempt delivery at a later time or make the parcel available for collection at a local depot or authorized location. After we have provided a tracking number, it is the customer’s responsibility to follow tracking updates provided by the shipping company and arrange for re-delivery or collection if necessary.
Lost or Damaged Items
You understand and agree that Headquarter shall not be liable for any direct or indirect damage done by any of the services we provide. Headquarter also does not assume any responsibility for lost packages once we have shipped your order to the requested address. All items are purchased at your own risk. Any issues related to lost packages or damage caused from shipping are to be taken up by you with the shipping company directly. Headquarter will provide you with the tracking number and contact information for the shipping company as needed. Once this information is provided to you, it is your responsibility as the customer to contact and deal with the shipping company.
Returned to Sender and Unclaimed Packages
In the event that an order is returned to us marked as “Return to Sender,” “Unclaimed” or “Refused,” the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping. If the customer decides they no longer want to proceed with the order, Headquarter may provide the option for store credit or exchange for the order value less the original shipping costs and any charges incurred to accept the returned package. If the customer cannot be reached, Headquarter reserves the right to return the order, restock the item(s) and provide a store credit for the order value less than the original shipping cost and any charges incurred to accept the returned package.
Where returned parcels contain Release Product, discounted items or items that have been in the postal system for so long that they are no longer sellable, and the customer cannot be reached or does not wish to pay re-shipping costs, Headquarter reserves the right to consider these orders abandoned without providing a refund or store credit.
Note that Headquarter is not responsible for the safe retrieval of returned to sender, refused or unclaimed packages.
Change of Address
If a customer asks for a package to be shipped to an address other than the one registered to the credit card used for an order, Headquarter may request additional information to verify the legitimacy of the order. If these details are not provided, Headquarter reserves the right to only ship to the billing address. Please note that if an order has already been packed and handed over to our shipping team, Headquarter is not responsible for ensuring any modifications to the shipping address. We also are unable to re-route a parcel once it has been shipped.
Returns and Exchanges