Busy Black Friday Period: As you can imagine this is a busy time for our customer service team and we're dealing with returns and order issues as quickly as possible. We aim to repond usually inside 24hours but ask that you allow a few extra days during this period. To speed up processing of returns or faults, please make sure you've read the details below and have supplied the information we ask for.
Thank you for your patience - the AA team.
Please Note: Recently our customer service emails have been filtering into spam/junk folders. If you are contacting us via customerservices@abigailahern.com to arrange a return or notify us of faulty items please leave us a contact phone number and ensure our email address has been 'safe-listed' to ensure we can get through to you in a timely manner. If you have been waiting on a response longer than 48hrs please check your spam/junk folders in case it has ended up there. Thank you for your understanding.
Returns
Obviously we want you to be delighted every time you shop at Abigail Ahern. However if for any reason you aren’t totally satisfied with your purchase, please see the relevant information below.
Online Returns
If you would like to return an online order please fill in your returns form and enclose it with the items you wish to return and send to the following address:
Abigail Ahern, Flostream Ltd, Unit 2, Blackthorne Road, SLOUGH, SL3 0DA.
- Customers have 60 days to return unwanted items from the day their order was dispatched, unless otherwise stated on the product page.
- Returns can be sent with any courier of choice such as Royal Mail, Fedex or DPD.
- Please ensure the items are packaged well to prevent damages. We are unable to issue a refund for items that are lost or damaged while being returned to us.
- We ask for any tracking to be kept until your refund has been processed
- Can't find your returns form? Download and print one here.
Responsibility For Returning Items
Please note that we do not cover the delivery cost of returns (unless faulty). Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in resalable condition.
Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging, as failure to do so may result in us being unable to accept the returned item.
We are unable to issue a refund for items that are lost or damaged while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.
How to return an item from your order?
A returns form should be included in every delivery - please complete this and include in your shipment back to us. No form? You can download and print one here.
Please note that the customer is responsible to cover the cost of the return, and the return must comply with our terms and conditions.
Can I drop my return to your warehouse or store myself?
We try to help our customers out as much as possible, but due to space constraints we can't always guarantee this, especially on larger items. Please email customer services (customerservices@abigailahern.com) and we'll advise if possible at this time.
How long will my refund take?
If your item(s) are received in good condition, with no issues your refund should be processed with 3-5 working days - However during busier periods this may take longer.
If your return is received damaged or without any identification your refund timeframe may be delayed. Please ensure you are sending your return form with the return, to help us identify the return is yours.
All in-store purchases will need to be returned directly to the relevant store within 60 days of purchase in their original packaging and condition. Please ensure you retain your receipt for any returns. Please note we do not offer cash refunds for in-store purchases. All in-store purchases will be refunded to the original payment method.
- Refunds will be processed onto your original payment method. If you paid for your entire order with a gift card, your order will be refunded on to your original gift card. If you paid with a combination of debit/credit card and gift card we will refund anything you paid for with your gift card first, and then refund any outstanding balance you are owed on to your debit/credit card.
- Please ensure all items are packaged securely and sufficiently to withstand delivery. Any damaged returns will not be refunded.
- Please note that replacement items or refunds can not be issued until we have received the original items back to our warehouse.
- We recommend that you use insured registered delivery and keep the receipt. - We cannot accept liability for goods lost or damaged in transit.
- We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
- If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.
- Any items returned outside our 60 days period will be refunded onto a Abigail Ahern Credit Note.
If you believe your item is faulty please contact customerservices@abigailahern.com. When emailing please include a photograph of the damaged/faulty item, and a description of the fault. Please DO NOT attempt to fix the item of your own accord or via a third party and please ensure all packaging of the item is kept until resolved or advise otherwise as this may affect your entitlement to a refund, compensation or reimbursement.
All items must be checked upon receipt of delivery. If there are any breakages, defects or discrepancies please notify us within 72 hours. We are unable to replace or refund items if we are not notified within this time.
Lighting Fixtures & Chandeliers
With regards to chandeliers or other wired lighting please check the item for any imperfections or damages, and that the item works correctly before commencing installation, and do not proceed with the installation if the item is found to be faulty/damaged. In the case of a faulty item we can only offer an exchange for the same item. We will arrange collection of the faulty item from you and cover the delivery cost of the replacement.
Portable Lamps
Some of our lamps have 2 switches. If you're having issues with your portable lamp please read this article first
How to contact our Customer Service Team regarding a damaged/faulty delivery:
Firstly, we are sorry if you’ve received an item damaged, please email our team at customerservices@abigailahern.com with the following:
- Order Number
- Item Name
- An image for the damage item.
Please keep all packaging and items until the issue has been resolved.
Please do not return any damaged items without speaking to a member of the Abigail Ahern team first, as we are unable to refund any return costs.
If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order. Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.
- Masterclasses: for the Design School, Flower School or any other workshop event cancellations or amendments must be made at least 21 days prior to the event in order to avoid incurring a £15 cancellation charge. Unfortunately, cancellations made less than 10 days prior to the event are non-refundable.
- Special Order items: please note if you purchase made to order items such as Vinyl Flooring and Wall Art/Prints through the website or by telephone the order cannot be cancelled once it has been placed and can not be returned or refunded.
- Items ordered with a customer's own choice of fabric, colour or material cannot be cancelled, returned or refunded once purchased.
- Gift vouchers and e-vouchers are non-refundable.
- Earrings: Due to Hygiene reasons we are unable to accept the return and refund of earrings.
- Sample sales and warehouse sale purchases are final and non-refundable.
Original Artwork Returns
The Original Art Collection are pieces created by artists personally selected by Abigail Ahern, these items can be returned within 14 days. Please contact our Customer Service team for the return information and please do not send your artwork to the usual Abigail Ahern return address. If you have purchased multiple items we will require these to be returned separately to a different return address from the Original Art Collection piece.
Please note, this return condition is only for the Original Art Collection and does not include our made-to-order Wall Art and Prints which are non-returnable.
IF YOU HAVE ANY QUESTIONS REGARDING YOUR RETURN, PLEASE EMAIL CUSTOMERSERVICES@ABIGAILAHERN.COM