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Lavenham, Suffolk 
Tel: 01787 247478 
 

frequently asked questions 

Shopping 
 
Q. Can I place an order over the phone? 
Absolutely, our customer service team is happy to help with your order. Please call us on ++44 (0) 1787 247478. We are usually in the office from 10am to 5pm, 7 days a week. 
 
Q. Can I change or add items to my order after it is completed? 
Yes, provided it hasn't already been shipped. To change an item after completing an order, please contact our sales team and we will amend it for you. Email: sales@retailtherapylavenham.co.uk or telephone +44 (0) 1787 247478. 
Once the order has despatched, we are unable to cancel or amend the order. So if you need to make changes, please notify us as soon as possible. If you wish to make a change to an order you have just placed, it is important that you call us on +44 (0) 1787 247478 or email at sales@retailtherapylavenham.co.uk. 
 
Q.. Do you have a shop? 
Yes, we have two shops in the picturesque medieval village of Lavenham, Suffolk, at 4 High Street and 92 High Street. They are open 7 days a week from 10am daily. We are certain you would find it worthwhile, if you have the opportunity to visit us in person. 
 
Delivery 
 
Q. How will my order be delivered? 
Retail Therapy offers FREE DELIVERY which may be via Royal Mail or another delivery partner such as DPD or UPS. We try to use the most efficient and quickest way. 
 
Q. My order has not arrived, where is it? 
Sometimes orders are unfortunately delayed. The most common delays are: i. an attempted delivery has been made but no-one was in (a card should always be left by the courier to notify you of this), ii. bad weather or strike action has created delays. Please call customer service on +44 (0) 1787 247478 or email sales@retailtherapylavenham.co.uk quoting your order number and one of our sales team will happily check the progress of your parcel. 
 
Q. Can we collect items or drop them back to the Shop for returns? 
Yes, of course. Our shops are open 7 days a week from 10am to 5.30pm. We suggest you call +44 (0) 1787 247478 before making a long journey. 
 
Q. I am an international customer. Will I be charged customs and import charges? 
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). 
 
 
Exchanges & Returns 
 
Q. Do I have to pay for returning my goods if I would like an exchange or refund? 
Yes, if you are returning for an exchange or refund you will need to cover the postal costs back to Retail Therapy. We advise you use Royal Mail recorded delivery to ensure we can track that your package has arrived at our office. If you are returning a faulty or wrong product, we will refund the postage. 
 
Q. Can we collect items or drop them back to the shop for returns? 
Yes, no problem. We recommend you email sales@retailtherapylavenham.co.uk or phone ++44 (0) 1787 247478 before making a long journey. 
 
Q. How long does it take to process my Refund? 
All refunds should take no more than 1 working day from when your item(s) arrives back to Retail Therapy. Please allow for a further 5 working days for the refund to show up in your bank account as this will vary. 
 
Q. How long does it take to process my Exchange? 
All exchanges should take no more than 3 working days from when your item(s) arrives back to Retail Therapy. We will then post the exchange(s) back out to you which will take 3-5 days to deliver. This process will be dependent on the time of year. If you need an exchange quickly, we recommend placing a new order for the product online, so it’s shipped instantly, and then requesting a refund for the item being sent back. If there is going to be a delay, we promise to let you know. 
 
Q. What do I do if I have received a faulty product or the wrong item? 
Please email sales@retailtherapylavenahm.co.uk or call our customer service team on ++44 (0) 1787 247478 to confirm the details of the order. In the unlikely event that we have sent the wrong item, we will arrange for the correct item to be sent out. Please include a proof of postage cost so we can refund that for you. 
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