Returns / EPIC / EN

BOUGHT SOMETHING BUT IT DIDN’T FIT, WASN’T WHAT YOU EXPECTED OR SIMPLY CHANGED YOUR MIND?
DON’T WORRY! SEND IT BACK FOR ANY REASON WITHIN 30 CALENDAR DAYS OF THE ORDER'S ARRIVAL AND WE'LL REFUND IT.

How to return a product?

To return an item, please fill out the returns section below with your 6-digit order number and your email address which is included with every order. You must send the item back to us within 100 calendar days of the date it was received by you.

Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered. Please make sure the product is thoroughly cleaned before sending them back, a good way to clean chalky shoes (ie with a damp cloth and a little detergent), a brush won't get it all off. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return.

You are responsible for the cost of all returns to our warehouse in the UK including custom tax during the import unless restricted by mandatory consumer law (e.g. if you have received the wrong product).

All returns made from a NON-EU country must declare the returned product(s) as '' RETURN GOODS '' as we're unable to pay the import tax that will otherwise be applied on return.

We are now offering a Royal Mail return service at a preferred rate to UK customers, and we will deduct this fee of £5.99 from your refund. You can download & print an EpicTV return label HERE. (Please note that we cannot offer this service for the Channel Islands, Isle of Man. We are really sorry but any exchange order returned with this service will be refunded directly.)
When using the Royal Mail return service please note that additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by the return sender when initiating the return process. These excess costs will not be refunded by us.

Note: If the claim request does not work please send us an email with your order number and the product(s) you wish to return and we will be pleased to send you the return claim form directly.

To start your return, simply click below and follow the step-by-step instructions and join the claim form along with your return.

WANT TO CANCEL/MODIFY AN ORDER BEFORE DISPATCH?

Due to the rapid turnover of orders, it is unlikely that we are able to change or cancel orders before they are dispatched. For urgent order changes, please contact us.

Note: If you placed your order after 2 pm (UK time) on Friday or during the weekend, please be aware that unfortunately we cannot cancel or change it in any way.

Please note that the return process is only available if you have received a product that does not fit and wish to send it back for another size or colour. If you have ordered the wrong size and you would like to exchange it before dispatch, please contact us. 

HOW TO RETURN MY ORDER?

If you wish to return an order placed before February 1st 2023, please send us an email at support@epictv.com

1. Fill out a returns form : 

• Registered customer: If you already have an account, to return an item you simply need to log-in, click on your username (top right of the page), visit the "My account" section and then "My order"; once you're here , please select the order you like to return and follow the instructions. Otherwise, you can also follow this link HERE.
• Guest customer: If you have not yet created an account and would like to return an item as a guest customer, please follow this link HERE.

2. Pack the goods:
Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered.
Also, make sure the product are thoroughly cleaned before sending them back (e.g. a good way to clean chalked shoes is to use a damp cloth and a little detergent, whereas a brush will not get the chalk off).
Please do not apply tape directly on the shoebox but return it in a plastic bag or outer box. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return. 

3. Send the goods:
You are responsible for the cost of all returns to our warehouse in the UK including any customs tax or duty during the import, unless restricted by mandatory consumer law (e.g. if you have received the wrong product). In order to avoid customs duties on returns, please mark all returns made from an EU and NON-EU country clearly as '' RETURN GOODS'' and indicate a minimum value of £5. Our returns address is:

EpicTV / Banana Fingers
Unit 8, Whitehall Trading Estate
Gerrish Avenue
Bristol
BS5 9DF
United Kingdom

Unfortunately, we're unable to pay or reimburse import taxes or duties in case any are nevertheless levied, so please follow the above instructions carefully.

To UK customer ONLY, we are now offering a Royal Mail return service at a preferred rate, but please note that this fee of £5.99 will be deducted from your refund.

You don't have a printer? Don't worry! Royal Mail can print the postage label for you. Once you have received the QR code, you can take your parcel to your Royal Mail Customer Service Point (CSP), usually located at the local Delivery Office. They will scan your QR code and print the label, which then they will be able to attach to the parcel and drop off while you there. Once you've paid for the postage, there are no additional charges. 

(unfortunately we cannot offer this service for the Channel Islands and the Isle of Man)

When using the Royal Mail return service please note that additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by the return sender when initiating the return process. These excess costs will not be refunded by us.

4. You'll get your money back:
As soon as we have received the goods, our warehouse team will check and process the return. Once processing is complete, we will notify you via e-mail. Then we will issue the refund using the same payment method you used when you placed the order. Please allow 7-10 days from receipt of a return for us to process it and issue your refund.

EXCHANGE

THE 3 STEPS OF A EXCHANGE (UK and EU only)

We are really sorry but all international orders cannot be exchanged but only returned at the moment we recommend you to place a new order directly

1. Fill out the claim form

UK and EU customers, to exchange a product, please fill out the EXCHANGE FORM and fill the section with your 6-digit order number and your email address which is included with every order then select the product and size you like to exchange. It will allow us to process your exchange as quickly as possible. 

2. Pack the goods

Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered.

Please do not apply tape directly to the shoebox, instead, return it in a plastic bag or outer box. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return.

3. Send the goods

You are responsible for the cost of all returns to our warehouse in the UK including any customs tax or duty during the import unless restricted by mandatory consumer law (e.g. if you have received the wrong product). And in order to avoid customs duties on returns please mark all returns made from a NON-EU country clearly as '' RETURN GOODS''. Our returns address is:

EpicTV

Unit 8, Whitehall Trading Estate

Gerrish Avenue

Bristol BS5 9DF

United Kingdom

We're unable to pay or reimburse import taxes or duties in case any are nevertheless levied, so please follow the above instructions carefully.

4. Email notification

You will get an email once your exchange has been dispatched or we will refund you if the item is out of stock. In case of a refund please allow 7-10 days from receipt of a return for us to process it and issue your refund.

WARRANTY POLICY

Here are two simple steps to returning your products under warranty with EpicTV:

1. Before making any return, please contact us (support@epictv.com) with the following info:

• • Order or invoice number
  • a picture that clearly shows the fault
  • a picture of the top/front of the product
  • a picture that shows the bottom/back of the product
  • a picture of the sizing label
  • a short description of the fault
  • (shoes only) a picture of the tip of each shoe

This way we can work out what the problem is and whether a return will be possible. Any items sent back for warranty without prior contact will not be accepted.
Once the warranty is approved, an EpicTV customer service representative will send you the return authorisation.

2. At this point, you can post the product back to us at the following address:

EpicTV / Banana Fingers
Unit 8, Whitehall Trading Estate
Gerrish Avenue
Bristol
BS5 9DF
United Kingdom

Please make sure your product is in a clean and reasonable state as this will make it easier to process a warranty claim. Some warranty claims can take between six to eight weeks to be completed.

WARRANTY EXCEPTIONS :

• Damage: the damage will not be covered under warranty if a product is damaged due to poor care or improper use.
• Loss and Theft: products that have been lost or stolen are not covered under warranty.
• Altered Products: customised items cannot be claimed under warranty because they have been adapted from their original state.

If you have any questions, don’t hesitate to email us at support@epictv.com. We'll be happy to guide you through the process and help with any issues you might have.