We want you to be completely happy with everything you buy from Baker Street Studios. If your goods fail to arrive, arrive damaged, are wrong, defective or not as described then please contact us within 30 days for a full exchange or refund. Before returning items please contact us first by either telephone or e-mail to discuss the options.
If you subsequently return items they need to be:
- Returned as quickly as possible in their original condition; ideally in the original packaging
- To the correct returns address
- Within 30 days of the day you received them
- With a copy of the receipt
- DVDs and CDs must be returned with their holographic seal or shrink-wrap intact
- Any other item must be returned in new condition with its original packaging and accessories
- eBooks by their nature cannot be returned and once downloaded cannot be refunded.
We recommend you use a registered mail service that includes insurance for your returns, as we can only give you a refund or exchange if we receive the items and all associated manuals, accessories etc. Please also ensure that you include details of your name, address and order number so that we can ensure that your return is processed as quickly as possible.
What you need to do:
Post your item back to us telling us why you are returning the item(s) and whether you want a refund or a replacement.
Baker Street Studios Ltd
170 Woodland Road
Damaged or incorrect items
If your item arrives damaged or we have sent you the wrong item, please accept our apologies. In the first place contact us by telephone or e-mail to discuss. We will then agree on the best course of action for replacement or refund. In the case of the wrong goods being sent we will send you the correct items by return and arrange with you for the return of the wrong goods.
In the case of damaged goods this is often due to the Royal Mail/courier company. All goods sent out are insured via the Royal Mail/courier company and it is to them we will make a claim on your behalf. What you need to do is keep the original packaging for possible inspection by the Royal Mail/courier company and if possible take a photograph of the goods as they were received along with the packaging and send it to us in the post or via e-mail. We will then complete the Royal Mail/courier company claims form and arrange for a refund or the sending of replacements. However, please note that the Royal Mail/courier company internal processes can take several weeks before a reply is received. From experience the wait for Royal Mail can be up to 6 weeks whereas courier companies generally reply within 7 days.
In the case of items not being received and lost in the post again you should first of all contact us by telephone or e-mail. Since all courier items are tracked we can always tell you where your goods are, and if already delivered who signed for them and when (often they may be with a neighbour), whereas with the Royal Mail there is limited tracking and they will only accept that goods are lost after 25 working days after posting. Either way all goods sent are covered by insurance and if lost you will receive a full refund or replacement albeit the claims system operated by the Royal Mail/courier companies can take some weeks to process.
How you will be refunded
We will make the refund to the payment method that was used to pay for the original order. We are not able to make cash refunds. Refunds can take up to 30 days to appear on your statement
Please email us and we will try to respond within 48 hours.