Helly Hansen Womens Lifaloft Insulator Jacket

Returns

We hope you’re happy with your ArdMoor items, however if you aren’t, we offer easy returns and free exchanges from anywhere in the UK, excluding channel islands.

Exchanges - You are now able to return for an exchange, you can simply change the size or exchange for a different item. You can also return for a gift voucher with a 12 month expiry date. Currently this service is only available in the UK. We cover the return shipping costs when you opt for exchanges or return for a gift voucher.

Exchanges on sale items - due to stock availability we are unable to offer exchanges on sale items. If you would like to swap your item for a different colour or size then please request a refund via the portal for your original item and rebuy the alternative item you'd like (if available).

Return Policy

Our standard returns policy entitles you to return or exchange items within 28 days. Please allow up to 5 days for us to process your return once it reaches us, and we will email you to confirm you have been refunded. We accept items that are returned within the 28-day time frame providing they are in original condition with their original packaging and tags intact. Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.

*Should you have purchased an item from our Clearance/Sale collection then these items must be returned/exchanged within 14 days*

Every aspect of the item/garment must be free from signs of wear and odour and must be in re-sellable condition. Please note that we are unable to provide a refund for any items which appear to have been worn or washed, are not in original condition, or have their security tag removed.  

We are not able to provide a refund or exchange for any in-ear hearing protection products for hygiene reasons.

UK returns/exchanges

How to return or exchange your UK order:

1. Visit our UK returns portal here
2. To start the process, enter your order number and email address used to make the order.  Our order numbers start with 06 and are 8 digits long. You should be able to find your order number on any correspondence from us relating to your order. 
3. Select the item(s) you want to return and choose between exchanges or a return. You also have the option to return for store credit via a gift card.
4. Once you have completed the process you will be emailed the drop-off information to send back your return via Royal Mail and you can either print your label at home or use a QR CODE to print in-store.
5. Please repack the item as securely as possible including the packing slip inside, if you need no longer have the packing slip then please enclose a piece of paper stating your order number, address and list items returned.
6. Returns for a refund will have £4.50 deducted from the total refund amount to cover the shipping and logistics costs. We will cover the return costs if you opt to exchange or for a gift card voucher.
7. Once received, please allow 5 working days to process your return

Channel Islands & International returns/exchanges

How to return your international order:

1. We only offer free UK exchanges, so the cost of shipping for returns and exchanges for overseas orders will be covered by the customer. However, we have negotiated favourable return rates with DHL, so we may be able to offer you better prices than you can find locally. Please contact us before posting your item and we will be happy to arrange this with you. Please make sure all documentation is completed, otherwise goods may be held by customs and then returned to the sender.
2. Please repack the return package as securely as possible including the packing slip inside, and make sure you keep your proof of postage. 
3. Please allow up to 5 days for us to process your return once it reaches us, and we will email you to confirm you have been refunded.

Exclusions

Unfortunately, we cannot accept returns for the following items:

• Gift vouchers.
• Items that have had their security tags removed.
• In-ear hearing protection products

Undeliverable items

If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

Refunds

We are not obliged to provide you with a refund until we receive the product(s) back from you. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

We reserve the right to reject any return sent beyond the 28-day return period.

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. 

Faulty items will be refunded in full, including delivery charges where you have paid for the service.

Returning a gift in the UK

Please visit our UK Return Portal and select Start Gift Return.  If you don’t have the order number please just provide us with the name of the person who gave you the gift, the product details, and what you would like to exchange for.  Our customer service team will then arrange this for you where possible.

Faulty items

To return a faulty item, please contact us via email at info@ardmoor.co.uk or call 01620 671 480 providing your Order Number, as much information as possible and images of the item, including images of the fault, the whole item and images of any barcodes and serial numbers. 

To aid your faulty claim please can you ensure your item is clean before sending us photographs, as we use these photographs to create a claim on your behalf.

Once we have raised a claim on your behalf, the claim will then be investigated with our supplier, before a replacement or refund is issued to you.   In some instances, the supplier will need the item returned to them, which we will advise you of.

Returns made outside the ArdMoor Return portal/self-postage

If you choose to return your order by your own shipping service, we will be unable to provide any updates on the parcel's location or provide confirmation of receipt. 

We would always recommend retaining proof of return/tracking details, if you contact customer services you may be asked to share this.

If the parcel sent outside our returns portal is to go missing/get tampered with/become damaged in transit back to us we would be unable to support or issue a refund for these missing goods. 

A claim would need to be submitted directly to the postal company selected to return your items.

UK Delivery

• For UK orders we offer a flat rate of £5.95 for the whole of the UK, including the Highlands & Islands and Channel Islands*.
• **For oversized/irregular packages (gun safes, gun slips, shooting sticks, etc) we use ParcelForce and different charges apply.
• We make every effort to despatch orders as quickly as possible but this can take 3-5 working days. 
• Once despatched, your package can arrive the following day (Mon-Sat).
• UK orders will be despatched with a Royal Mail Tracked Service. We will send you a despatch email with your tracking number as soon as your order leaves us.
• You won't need to sign for your delivery but you can designate a safe place otherwise the postman will leave it with a neighbour or where they would normally leave things for you. We will give you an option to provide a designated safe place information at the checkout.

In some cases we may be expecting stock replenishment containing your order. 

*Final delivery to Channel Island addresses will be handled by Jersey/Guernsey/Isle of Man Post. Please ensure you select Jersey/Guernsey/Isle of Man as your delivery country at the checkout and any VAT will be deducted.

 EU Delivery 

• You will be charged import VAT by your government when the shipment arrives at your customs point. This VAT will be charged at your local rate.
• We use DHL for our international deliveries and a phone number is required for all overseas deliveries
• You will also be charged a Disbursement fee by DHL which varies depending on your country but should be 10-15 Euros.
• Depending on your product's country of origin, you may also be liable for local duties which are charged by the EU and are normally between 10% & 16% of the products value.
• DHL will let you know what the total amount will be prior to delivery and they will collect the duties and taxes on behalf of the EU and your government.
• We will send you a despatch email as soon as your order leaves us. You will also receive an email from DHL with your tracking information (where available).
• You can update your delivery details via the DHL platform during transit, ensuring your package arrives when & where best suits you.

 Rest of the World Delivery

• We use DHL for our international deliveries and a phone number is required for all overseas deliveries
• Deliveries to Russia have been suspended due to the war in Ukraine
• We will send you a despatch email as soon as your order leaves us. You will also receive an email from DHL with your tracking information (where available).
• You can update your delivery details via the DHL platform during transit, ensuring your package arrives when & where best suits you.
• Please note that you are liable for any local duties and taxes that may be due on deliveries.

There is no delivery charge on Gift Vouchers.

 Click and Collect 

• Orders can be collected Monday to Friday between 9am and 10.30am or 3.30pm and 5.00pm. Please bring your confirmation email when you come to collect your order and follow the signage for Deliveries. Please note we do not offer the facility to try on clothing or footwear.