Terms & Conditions and Customer Policies

Welcome to Shute Lane. Below you will find details on our customer service standards, product policies, cancellation rights and returns process. These policies apply to all purchases made via our website (www.shutelane.com) and are governed by English law.

1. Customer Service Policy

Contacting Us

We want it to be easy for you to reach us. You can get in touch via:

Response Times

We aim to respond to all customer enquiries within 24 hours of first contact.

Feedback

We love hearing your views, suggestions and ideas. Please feel free to reach out to us at any time with your feedback.

2. Orders & Delivery

Dispatch & Shipping

  • Delivery options and estimated dispatch times are displayed at checkout.

  • For orders sent via standard untracked services (such as Royal Mail 1st or 2nd Class), we will assist where possible with delivery issues, but tracking information is unavailable for these methods once dispatched.

3. Right to Cancel, Returns & Refunds Policy

In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel your purchase and return items bought online.

Changing Your Mind (Cancellation Period)

  • You have 14 calendar days from the date you (or a third party designated by you) receive your goods to notify us that you wish to cancel or return your order.

  • To notify us, email admin@shutelane.com with:

    • Date of purchase

    • Order number / Location of purchase

    • Details of the item(s) you wish to return

    • Reason for return

  • Once you have notified us, you have a further 14 calendar days to send the items back to us.

Eligibility for Return

To be eligible for a full refund, returned items must be unused, unworn and in the same condition in which you received them, with all original packaging intact.

Return Shipping Costs

  • Unwanted Items: You are responsible for paying the direct cost of returning unwanted items. Original standard delivery costs will be refunded, but supplementary costs for premium shipping choices will not be. We recommend using a tracked service, as we cannot be held responsible for returned parcels lost in transit.

  • Faulty or Damaged Items: If your item arrives damaged, defective or incorrect, please contact us immediately with a photo of the product. We will arrange a replacement or full refund, including reasonable return shipping costs.

Refund Process

  • Once we receive your returned item, we will inspect it and notify you of the status of your refund.

  • Approved refunds will be processed via your original payment method. The timing of the credit depends on your card issuer or bank's processing times.

4. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.