Homeware & Prints
Delivery, Returns & Exchange Policy
One Nine Eight Five will always try to have our products in stock however all orders are subject to availability and we will inform you immediately if we are unable to fulfill your order.
DELIVERY
We are a London based company and currently deliver within the UK and Europe, with plans to offer worldwide shipping soon. UK orders come with free delivery over £100 spend, Europe over £250 and worldwide over £350, all sent via a trackable courier service (typically UPS, DHL, or Royal Mail) requiring a signature.
You’ll receive an order confirmation email followed by a dispatch confirmation. Dispatch is typically within 1-3 working days once payment clears.
Please ensure someone is available to sign for the delivery. If all delivery attempts fail, the parcel will be returned to us, and we may charge for return and redelivery costs. While someone else can sign for your delivery, please note that One Nine Eight Five is not responsible if the signature is not yours. In such cases, the delivery will be considered completed. Additionally, we cannot accept responsibility for failed deliveries if you instruct the courier to leave your package in a ‘safe place.’
Lost Orders
If your order is lost during delivery, please be assured that all shipments are fully insured. We’ll happily make a claim on your behalf, and once the relevant waiting period passes (as per the courier’s terms), we’ll either refund you in full or send a replacement. If stock is unavailable, we’ll offer a replacement of equal value or issue a refund.
Please note that if an order is delayed or lost due to an incorrect or incomplete address, we cannot accept liability. While we’ll do our best to help resolve the issue, we cannot be held responsible for its loss. Typically, we need to wait 10 days from dispatch to start this process.
FAULTY ITEMS
We take great care to ensure our products meet the highest quality standards and reach you in perfect condition. If you receive an item that is faulty, please email us without delay at [email protected] with your order number and details of the fault. Prompt notification is essential as delays may affect our ability to refund or replace the item. If an item is confirmed faulty, we’ll refund reasonable postage costs.
Damages during shipping must also be reported immediately. Delayed notifications may result in us being unable to assist or provide reimbursement.
Returns and Exchanges
We want you to love our products as much as we do, but if you’re not completely satisfied, you can return or exchange it within 14 days of receipt, excluding sale items which can only be exchanged. To process a return or exchange, please follow these steps:
-Email us at [email protected] to notify us that you intend to return your order. Include your order number, the reason for the return, and whether you’d prefer a refund or exchange.
-Complete the returns form enclosed with your order, providing the reason for return. Items must be returned in their original, unused condition, and in a fully resalable condition. Items not returned in their original state or that show signs of wear beyond opening the packaging will not be refunded.
Return postage is at your expense, and we recommend using a tracked service. You can reuse our packaging which has a second sealable strip for convenience. Once we receive and have checked the items, a refund will be processed within 7 working days. For exchanges, we’ll be in touch regarding your new choice, which we aim to dispatch within 3 working days, though this may take longer during busy periods like Christmas and sales.
Refunds can only be issued to the original payment method and will be processed after the item has been received and approved by our team. If a refund is refused, we’ll contact you to explain the reasons.
REFUSAL OF A REFUND
In some cases, One Nine Eight Five reserves the right to refuse a refund:
-If an item is returned in a condition that isn’t fully resalable due to use or insufficient packaging during return transit, we may either refuse the refund or deduct up to 50% of the original price from the refund amount.
-Please include your order details (name and order reference) when returning items. We cannot process refunds without these details.
-We can only accept faulty goods if they are faulty upon receipt by you.
-If a package gets lost while being returned to us, it’s the customer’s responsibility to seek compensation from the courier. This is why we recommend using a tracked and insured delivery service and keeping proof of postage. One Nine Eight Five cannot be held responsible for items lost in transit by the customer.
-All bespoke orders are non-refundable once production has begun unless proven faulty. This applies to bespoke orders placed online, by email, or over the phone.
CANCELLATION OF AN ORDER
To cancel an order, email us with your name and order reference. If the order has already been dispatched, please follow the returns procedure. Bespoke orders are non-refundable once production has started.
CANCELLATION BY US
We reserve the right to withdraw products or cancel orders due to stock issues, payment problems, or product errors. In such cases, we’ll notify you via email and process a refund if payment has already been made. Please allow 3-5 working days for the refund to reach your account after receiving our cancellation email.