Delivery Information

Please allow 2-3 business days for dispatch.  

Orders placed just before or during a bank holiday will be dispatched 2-3 business days after the next working day.

Click and Collect: Orders before 5pm can be collected after 2pm the following working day (No collections at the weekend).

Orders placed after 16:00 will be processed on the next business day.

Delivery Charges for UK Mainland

Returns

If you are a customer based in the EU, you have certain rights under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.

You have the right to return or exchange your item with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order.

1. You must notify customer care in writing of your wish to return or exchange your order the DSRs any time after your order has been placed, up until 7 working days from the day after you received you order.
2. You can email us at sales@mylands.com
   
   Alternatively you can write to us at:

   John Myland Ltd
   26 Rothschild Street
   London
   SE27 0HQ

3. On receipt of your notice of order return or exchange, one of the members customer care team will get in contact to confirm the return and refund amount/item exchange.
4. We strongly recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure and tracked shipper and that you retain proof of sending, in case of a dispute.
5. Please note that you are must cover the cost of the return shipment, unless the item is incorrect or faulty.  Failure to do so will result in return shipment costs being deducted prior to any fund being issued.
6. All items must be returned sealed and in their original condition.
7. Refunds will be issued less a 15% handling charge unless the items are incorrect or faulty and excluding shipping costs, within 30 days of receiving your notice of contract cancellation.

Bespoke Colour Creation and Matching

If you place an order for an item that is custom made by Mylands Ltd. on your behalf, we regret that you will be unable to cancel the order. We are also unable to accept returns of bespoke items.

Mylands Complaint Policy

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about our product, service or quality.

Complaints may come from customers or anybody that uses our service

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use Mylands Discipline and Grievance policies.

Mylands Complaint Procedure

•Demonstrates our commitment to our clients and other stakeholders

•Demonstrates our commitment to providing the best possible service

•Helps us to find out about things that have gone wrong, so we can fix them

•Helps us to prevent things going wrong again in future

Mylands views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

•To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

•To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

•To make sure everyone at Mylands knows what to do if a complaint is received

•To make sure all complaints are investigated fairly and in a timely way

•To make sure that complaints are, wherever possible, resolved and that relationships are repaired

•To gather information, which helps us to improve what we do

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with (Directors or trustees)

Review

This policy is reviewed regularly and updated as required.

Adopted on: 01/11/17

Next Review Date: 01/11/18

Publicised Contact Details for Complaints:

Written complaints may be sent to John Myland Ltd at 26 Rothschild St, London SE27 0HQ or by e-mail at customerservice@mylands.com

Verbal complaints may be made by phone to 020 3439 4519 or in person at the above address.