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Returns & Refunds

Ideal World is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you need to exchange or return something you have bought. If for any reason you are not entirely satisfied with any item, it may be sent back to us for refund provided it is returned within 14 days (unless otherwise specified) from the date of receipt. This does not affect your statutory rights. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our Customer Services Department. We also recommend that you keep your Despatch Note (Order Acknowledgement), or note the order number (which can be found on your Despatch Note) as you might need it as proof of purchase in the event of any after-sales queries.

Distance Selling Regulations

Under the Distance Selling Regulations, you also have a statutory right to cancel your order and obtain a refund for any item purchased on this website (apart from the exceptions listed below) whether ordered by telephone or internet. To cancel, you can email us or write to us (see Contact Us for details) up to 7 working days (so not including Saturday, Sunday or public holidays) starting the day after delivery of your item(s), quoting your order number.

If you have an order query, please email Customer Services or call us on 08717 123 456*. (For security and training purposes, telephone calls to and from customer services may be recorded or monitored).*Calls cost 10p per minute plus network extras.

General Returns Procedure

Products over £100:  Ring Customer Services on 08717 123 456* to arrange the most suitable returns procedure. *Calls cost 10p per minute plus network extras.

Exchange: If you wish to exchange the product for a different variant (size, colour, etc) please return the product to us and enclose the Returns Slip found on the Despatch Note shipped with the product, indicating the required size/colour/etc. The replacement will be sent free of charge.

Damaged/Faulty: If the product is damaged/faulty or the wrong item and you require a replacement, please contact Customer Services on 08717 123 456* to arrange collection. Please enclose the supplied Returns Slip giving details of the damage/fault. The product will be repaired or replaced and sent back to you free of charge. If no replacement stock is available, a refund will be issued. *Calls cost 10p per minute plus network extras.

Replacement: If you want an immediate replacement, please call Customer Services on 08717 123 456* to process a new order. You will be charged for your new order and then refunded on receipt of your original item. *Calls cost 10p per minute plus network extras.

Want a Refund? If you do not wish to retain the product and simply want a refund, return the complete product within 14 days of delivery, and we will process a refund according to your method of payment. Please note that customers who have received their order and are not happy with their purchase will need to return their package at their own cost unless the product is faulty, damaged or has been sent by us in error.

Procedure: Fill in the Returns Slip on the Despatch Note, indicating your reason for return and the action you wish us to take. Cut out the Returns Slip section and place it in the parcel. Pack the parcel securely and attach the Returns Address Label (also found on the Despatch Note) to the front of the parcel. Customers are requested to return the goods in their original packaging, and to ensure that the package is sufficiently robust to avoid transit damage.

Postage: Customers are responsible for paying return postage (unless otherwise stated). We recommend using Recorded Delivery for low value items, and Special Delivery for items over £39 and for all jewellery.

Return methods:

Please choose your preferred method of return from the following options:

  1. Local ParcelShop drop off*: £2.99 inc vat & & insurance To arrange please go to returns.myhermes.co.uk/returns/idealworld & follow instructions. Not available in Channel Islands or Isle of Man.

  2. Courier collection from your doorstep*: £2.99 inc vat & insurance. To arrange please go to returns.myhermes.co.uk/returns/idealworld & follow instructions. Not available in Channel Islands and Isle of Man.

  3. Royal Mail: To return via Royal Mail simply peel off the returns address label from your despatch note and affix to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs. You can then send from any post office. Remember to retain proof of postage for your records.

  4. Collect+: You can also return a range of products by using one of the 4,500 Collect+ parcel drop points within the UK. For even more convenient returns, many of these have extended hours and are open 7 days a week.

How to Return Using Collect+:

  1. Complete your returns advice note and include in your parcel
  2. Peel off the Collect+ returns label and stick it on to your parcel
  3. Take your parcel to any of the stores offering the Collect+ service. You can find your nearest store at http://www.collectplus.co.uk/
  4. You will receive a proof of postage and a code so you can track your return online at www.collectplus.co.uk/track/new
  5. Your refund will be processed on receipt of your returned parcel at Ideal World

Conditions:  

  • Parcels must be no larger than 50cm x 30cm x 30cm.
  • Parcels should weigh no more than 10kgs.
  • Parcels must have the appropriate Collect+ label attached.
  • You have 14 days from receipt or your parcel to return your items using your Collect+ label (this will expire after 14 days).

Please Note:

  • Parcels that do not meet the above conditions will be rejected at the Collect+ point.
  • If your product is damaged or faulty or you have been sent the wrong item, please call Customer Services on 08717 123456 (calls cost 10p per minute plus network extras).

*To use these services you will require the use of a printer to create a returns label and will need Adobe installed on your computer For more information on the MyHermes service click here.

Specific Returns Procedures

Mattresses: Mattresses are delivered rolled, boxed and in outer & inner plastic packaging.

  1. To check that the product is satisfactory, remove the  box and outer poly bag and allow the
    mattress to un-roll.
  2. Leave the inner packaging /poly bag intact and allow 24 hours for the memory foam mattress to take shape in a warm
    room.
  3. This inner packaging/poly bag  is big enough to let the product expand to its full size and allow the mattress to be tested for comfort.
  4. As the mattress is a hygiene sensitive product it cannot be returned once inner
    poly bag is removed [This does not affect your statutory rights).
  5. If the mattress is not satisfactory, customers should ring our special Customer Service number (08431 680681 - 8.00 am to 6.00 pm Mon-Fri) within 14 days of receipt and a member of the team will arrange collection.
  6. To facilitate return, please roll the mattress up in the poly bag and tie with adhesive tape or strapping.
  7. If you are happy with your mattress, please dispose of all packaging in a responsible manner and recycle if
    possible.
  8. Once opened there may be a "new foam" smell. This will dissipate within a few days.

Dormeo Mattresses Only

  • These are delivered rolled in one outer poly bag.
  • You may remove the inner packaging and try out the mattress for comfort.
  • You should, however retain the poly bag, as this will be required if you need to return the mattress..
  • Please refer to points 5 to 8 as above.      

Refunds

Please allow five to seven working days for your refund to show in your account. Please note that in some circumstances, such as faulty goods returned after the 14-day money-back period, a refund may take longer to process.

Returns Exceptions

Type Of Goods           Return Timeframe          

CDs/CD-ROMs/DVDs

Not returnable if pack is unsealed

Perishables (food, plants)

Not returnable

Personalised items

Not returnable

Jewellery

Not returnable if security tag removed

Hygiene items

Not returnable if pack is opened or hygiene strip removed

Mobile phones

Not returnable if product is used or SIM card pack opened

Periodicals/magazines

Not returnable

Concert/Event Tickets

Not returnable

 

These returns exceptions do not affect your statutory rights.


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