Q: I am unhappy with my item OR item was different than what I thought it would be OR I would like a refund (no problem mentioned).
Hi there,
Thanks so much for getting in touch :)
Firstly, I'm really sorry to hear that you are unhappy with your item - can I ask if there was there was a specific problem? We do work hard on ensuring our items are described as accurately as possible, so I hope we didn't make any mistakes with your order.
We are more than happy to accept returns. I have copied our return policy along with our return address below for you. Please let me know if there is anything at all that I can do to help. Thanks so much for contacting us and giving us the chance to sort this for you.
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Customers are welcome to return items within 14-days of receipt for a full refund or exchange.
Items must be returned in their original, unworn condition along with any original packaging and tags. All items will be thoroughly inspected upon return and any item that does not meet these requirements will not be accepted and will instead be returned back to you.
Please return the item back to us with your original invoice of receipt marked with your refund or exchange request.
The return address is: Gifts4Kids Cambodia, 12 Beresford Road, Wallasey, Merseyside, England, CH45 0JJ
The goods are your responsibility until they reach us, so please ensure they are packaged properly and are sent via a recorded service as we cannot be held responsible for items that are damaged or lost in the post.
Buyers are responsible for their own return postage costs.
We will notify you once your return is received and will process your refund/exchange as quickly as possible. If you do not hear from us within 5 working days of your item being dispatched, please get in touch through eBay.
Thank you.
Q: There is quality problem with my item.
Hi there,
Thanks so much for getting in touch :)
Firstly, I'm so sorry to hear that there is a problem with your item, we've never had this problem before so I can only assume that it has gone unnoticed during the manufacturing process and we've then ended up sending the item out to you. I really apologise for this.
I'm going to send you out a replacement straight away via {CHOOSE: (1st Class/Next Day)} delivery to ensure it gets to you quickly. It should be with you {CHOOSE: within 2-3 working days/by 1pm on ________}. For your convenience, I won't ask you to return the faulty item back to us, but if you could send me a quick picture of the problem so I can then pass this onto our supplier I would be extremely grateful. My e-mail address is [email protected] if you are able to do this.
I really apologise again for any inconvenience caused. Thank you so much for contacing us and giving me the chance to sort this for you, I really appreciate it.
I will send your replacement out straight away for you and if you have any further problems, please don't hesitate to get in touch with me.
Thanks so much for getting in touch :)
Firstly, I'm so sorry to hear that there is a problem with your item, we've never had this problem before so I can only assume that it has gone unnoticed during the manufacturing process and we've then ended up sending the item out to you. I really apologise for this.
I'm going to send you out a replacement straight away via {CHOOSE: (1st Class/Next Day)} delivery to ensure it gets to you quickly. It should be with you {CHOOSE: within 2-3 working days/by 1pm on ________}. For your convenience, I won't ask you to return the faulty item back to us, but if you could send me a quick picture of the problem so I can then pass this onto our supplier I would be extremely grateful. My e-mail address is [email protected] if you are able to do this.
I really apologise again for any inconvenience caused. Thank you so much for contacing us and giving me the chance to sort this for you, I really appreciate it.
I will send your replacement out straight away for you and if you have any further problems, please don't hesitate to get in touch with me.
Q: I received the wrong size/item.
Hi there,
Thanks so much for getting in touch :)
Firstly, I am so sorry to hear that we've made a mistake and sent you the wrong order. We are a charity run by volunteers and as there are so few of us doing so many tasks the occassional mistake can be made. I can only apologise for this and hope we haven't caused you too much inconvenience.
To avoid any delays I will send you out your correct order tomorrow morning via 1st class delivery. It should be with you within the next 1-2 working days, I hope this is ok. If you could also return the wrong item back to us I would be extremely grateful as all of the profit made from these is spent on the running of a poor orphanage in rural Cambodia. I would be more than happy to reimburse you for your return postage costs also to ensure that you are not left out of pocket.
Our return address is: Gifts4Kids Cambodia, 12 Beresford Road, Wallasey, Merseyside, CH45 0JJ
If you could include a small note with your eBay username, name and a request for a refund of postage that would be great. It is also worth noting that the item can be packed flat (as you received it) and can be sent as a large envelope (and not a packet) which is significantly cheaper to post.
Sorry once again! Thanks so much for contacting me and giving me the chance to sort this for you, I really appreciate it. I will send your replacement tomorrow and if there is anything else I can do or if you have any further problems, please let me know.
Q: This item is not ASOS/Motel.
Hi there,
Thanks for getting in touch.
Firstly, I'm so sorry to hear you're disappointed with your item. We do describe all our items as accurately as possible - unfortunately we don't manufacture the item ourselves and instead buy directly from the retailer.
These products are often end of line/damaged items that the retailer cannot sell. For this particular item, there were no problems listed but it is possible that items may differ slightly in thickness (gsm) or colour - they are not damaged as such but they may vary slightly from the actual item sold by the retailer. Most items are also delivered to us completely untagged so we sometimes also request basic sizing tags to be added to avoid any confusion at our end.
Regardless, I am really sorry that you are unhappy and I would like to apologise for any inconvenience caused. I am more than happy for you to return the item for a full refund (and I will also happily reimburse you on your return postage costs to ensure you are not left out of pocket).
Our return address is: Gifts4Kids Cambodia, 12 Beresford Road, Wallasey, Merseyside, CH45 0JJ
Please include your original invoice marked with your refund and postage claim request (it is also worth noting that this item can be packaged flat as you received it and be sent as a large letter and not a packet, which is significantly cheaper). I will notify you once received and will process your refund immediately for you.
I hope this is ok :) Thanks once again for contacting us and giving me the chance to explain everything and sort this for you, I am very grateful. If there is anything else I can do in the meantime, please don't hesitate to get in touch.
Thanks for getting in touch.
Firstly, I'm so sorry to hear you're disappointed with your item. We do describe all our items as accurately as possible - unfortunately we don't manufacture the item ourselves and instead buy directly from the retailer.
These products are often end of line/damaged items that the retailer cannot sell. For this particular item, there were no problems listed but it is possible that items may differ slightly in thickness (gsm) or colour - they are not damaged as such but they may vary slightly from the actual item sold by the retailer. Most items are also delivered to us completely untagged so we sometimes also request basic sizing tags to be added to avoid any confusion at our end.
Regardless, I am really sorry that you are unhappy and I would like to apologise for any inconvenience caused. I am more than happy for you to return the item for a full refund (and I will also happily reimburse you on your return postage costs to ensure you are not left out of pocket).
Our return address is: Gifts4Kids Cambodia, 12 Beresford Road, Wallasey, Merseyside, CH45 0JJ
Please include your original invoice marked with your refund and postage claim request (it is also worth noting that this item can be packaged flat as you received it and be sent as a large letter and not a packet, which is significantly cheaper). I will notify you once received and will process your refund immediately for you.
I hope this is ok :) Thanks once again for contacting us and giving me the chance to explain everything and sort this for you, I am very grateful. If there is anything else I can do in the meantime, please don't hesitate to get in touch.