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Easylife Group Ltd
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0800 055 7766
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DELIVERY & RETURNS

Where do we deliver to and how long will it take?

We aim to get your order to you as soon as possible, and you should usually receive it within five working days, for orders that are fully in stock. However, we ask that you allow up to seven working days to accommodate unforeseeable circumstances that are out of our control.

Unfortunately we are currently unable to deliver to Northern Ireland or the Republic of Ireland.
 

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Delivery Times
Mainland UK (inc Scottish Highlands) Standard delivery: £4.99 Standard delivery: Expected delivery in 5 working  days
Channel Islands Standard delivery: £12.99 Standard delivery: Expected delivery in 7 working days

What happens if I still haven’t received my order after 7 days?

If the items that you ordered were in stock at the time of purchase and you still haven’t received them after 7 days, you can check their status and tracking details via your online account.

To see your tracking details please sign in first (you will find the sign in button on the top left-hand side corner of any page. Once on your account page please click to see your order history then click on your order number (it should be the first one on the list) and scroll down to find the ‘Despatches’ table. There click on "CLICK HERE TO SEE TRACKING".

Alternatively, we ask that you fill in our online form here so we can investigate this for you straight away.

What happens if some of the items that I ordered are out of stock?

For card orders, you will be charged in full on the day of order. An order may be split if any item is too large to be carried alongside other items or if one of the items was out of stock for more than 5 working days. For cheque orders, we will need to bank the full amount at the time order is processed. This is because we are unable to split a cheque payment and for security reasons we cannot store payment details. Rest assured we will keep you updated on any orders which you are still waiting for and give you the option to cancel these at any time. By providing us with your email address or phone number you will receive regular status updates and know precisely when your completed order will be sent out.

If my order is received over two deliveries – am I expected to pay postage twice?

The quick answer is no, we will only charge you once for postage and packaging on an order. The reason why an order may be split is either one of the items was too large to be carried alongside other items or if one of the items was out of stock for more than 5 working days (please see the paragraph above).

What happens if I am not home when you attempt delivery?

If you have informed us beforehand that we can leave your order with a neighbour or in a safe place, we will follow these instructions, otherwise we will attempt to deliver your goods three times. If your order has had three unsuccessful delivery attempts, it will be returned to our warehouse. We will try contact you in order to arrange a more convenient time to re-deliver or to arrange a change of delivery address. Alternatively, you can phone us on 0303 031 0777. If you do not contact us or we cannot get in touch with you then we will usually refund you within 14 days of receiving the parcel back into our warehouse. Providing us with your email address or phone number will ensure we can get in touch quickly.

Who is responsible for paying P&P costs if I choose to cancel my order?

If you cancel your order within 14 days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any). If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the 14 days from when the goods were received (unless the goods are proved to be faulty), or if you only cancel part of your order, as advised under the Consumer Contracts Regulations.

Your cancelation rights for orders placed on or after 8th August 2016

If you cancel your entire order within 14 days of receipt, we will refund you the full amount paid, including standard postage and packing. Upon notifying us of your intention to cancel, we would ask that you send the goods back to us at a cost to yourself within 14 days. We will not refund the postage and packing if the cancellation notification occurs after the 14 days’ allowance or if you cancel only part of the order. Certain hygiene or customized products are exempt from the cancellation and refund policy.

Sorry, but there are a few items we can't accept returns on such as customized, hygiene, or assembled items unless of course these are faulty, or otherwise don't conform to the contract. Naturally none of this affects your consumer rights.

Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.

How do I cancel my order?

There are two ways to cancel your order:
 

  • Call us on our local rate number 0303 031 0777
    (our preferred option as we may be able to advise you if there is a particular issue)

  • Send us back the cancellation form either by email or post. The cancellation form is always sent with your parcel, alternatively please fill in the form here

Will I be charged for calling you to return an item as this is your preferred option

We ask that you call us 0303 031 0777 between the hours of 9am-5pm Mon-Fri.

If you are a returning customer and have phoned to arrange a return on an old premium number (eg 0844 441 8448) after June 2014, please fill in the following form below and we will be happy to reimburse you for reasonable call cost incurred. We will need a scanned copy of your phone bill in order to denote the number that you called us from so that we can tally it up with our call logs. On receipt of this, we will be happy to pay you back any additional call costs that you have incurred from this premium call number (this is only applicable for customer services calls).

Why is contacting you by phone our preferred option?

You are not obligated to this and can simply send your cancellation form back to us by post or email.

Alternatively please submit your cancellation request using our online form here.

There are several reasons for us liking you to contact us by phone which are detailed below
 

  • We can log your intention straight onto our system and keep an eye out for the goods coming back. This will help speed up the refund process and will allow us to alert you if the goods haven’t been received.

  • We may be able to collect the item, which could be more convenient and potentially cheaper than you organising the return postage yourself. We generally charge around £5 for this service, but are happy to discuss this with you when you call.

  • We may be able to process your refund straight away without any further action required.

  • We can clarify exactly what you want to happen next, whether it’s a refund, replacement or you may want to discuss how we can improve the product.

What is Your Money Back Guarantee?

We offer a no quibble money back guarantee for up to 60 days after you receive your goods (hygiene and customised products may be exempt). However, if you discover a fault or feel that the product has deteriorated before the anticipated natural life, we would be happy to discuss this with you and offer a refund or replacement beyond the 60 days. Your statutory rights are not affected.

Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.

How do I go about getting a refund for my goods?

We prefer that you contact us by telephone on a basic rate number 0303 031 0777 between the hours of 9am-5pm, Mon-Fri to advise us that you are sending the goods back. There are several advantages for you to do this, please see the section Why is contacting you by phone your preferred option. If we are unable to discuss the reason for the refund, you may also be fully liable for the return postage.

Alternatively, you can fill in your returns form that was supplied to you or complete the following form and send it back to us at:

Easylife Group Limited
Sittingbourne
Kent
ME10 3US

Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.

How long will it take before I receive my money back for a refund?

The refund is processed when we have received the goods back to our warehouse or we have received proof of your return. This process can take up to 14 days. Your refund will be automatically issued via the same method of the initial payment. Cheque orders will be refunded by cheque. Card orders will be refunded back to the card used, unless your card has expired, been reissued, cancelled or changed in any way. Card refunds can only go back to the actual card used, so if your card have changed in any way then a refund by card is not possible. In this case, please call us so we can arrange a cheque refund. In order to speed up your refund, we would encourage you to call on 0303 031 0777 to discuss how we can help you.

Your cancellation rights for orders placed between 7th August 2015 - 7th August 2016

If you placed an order between 7th August 2015 and 7th August 2016 you can cancel within 12 months of receiving your order. We will refund you the full amount paid. If you have paid postage and packaging when you cancel the full order, we will also refund you the cost of standard postage and packaging. Upon notifying us of your intention to cancel, we ask that you send the goods back to us at a cost to yourself within 14 days. We will not refund the postage and packaging if the cancellation notification occurs after the 12 months’ allowance or if you cancel only part of the order. If we have already processed a refund to you and you did not receive your standard postage and packaging back as part of the allowance, we would be happy to refund this to you retrospectively. To enable us to do this, we ask that you contact us on 0303 031 0777. Sorry, but there are a few items we can't accept returns on such as customized, hygiene, or assembled items unless of course these are faulty, or otherwise don't conform to the contract. Naturally none of this affects your consumer rights. Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.

Contract

The contract between Easylife and you, the consumer, will only be deemed to begin once the order has been dispatched. At any point up to that time, Easylife may decline to supply the goods, without any reason. Orders by card will only be charged once stock availability has been confirmed and the goods are ready to be dispatched. If for any reason the goods cannot be supplied, then payment (including cheque) will be refunded in full. Refunds can take up to 14 days as per the Consumer Rights Act 2015.

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Easylife Group Ltd
11-13 Kings Terrace
London,
NW1 0JP
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All products and services are provided by Easylife Group Ltd. Easylife Group Ltd is registered at 11-13 Kings Terrace, London NW1 0JP, registered in England. Company registration No 05221840. VAT registration No 760918415.