Please allow 2-3 business days for dispatch.
Orders placed just before or during a bank holiday will be dispatched 2-3 business days after the next working day.
Click and Collect: Orders before 5pm can be collected after 2pm the following working day (No collections at the weekend).
If you are a customer based in the EU, you have certain rights under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
You have the right to return or exchange your item with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order.
John Mylands Ltd
26 Rothschild Street
If you place an order for an item that is custom made by Mylands Ltd. on your behalf, we regret that you will be unable to cancel the order. We are also unable to accept returns of bespoke items.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about our product, service or quality.
Complaints may come from customers or anybody that uses our service
A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from staff, who should use Mylands Discipline and Grievance policies.
Mylands Complaint Procedure
•Demonstrates our commitment to our clients and other stakeholders
•Demonstrates our commitment to providing the best possible service
•Helps us to find out about things that have gone wrong, so we can fix them
•Helps us to prevent things going wrong again in future
Mylands views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
•To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
•To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
•To make sure everyone at Mylands knows what to do if a complaint is received
•To make sure all complaints are investigated fairly and in a timely way
•To make sure that complaints are, wherever possible, resolved and that relationships are repaired
•To gather information, which helps us to improve what we do
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with (Directors or trustees)
This policy is reviewed regularly and updated as required.
Adopted on: 01/11/17
Next Review Date: 01/11/18
Publicised Contact Details for Complaints:
Written complaints may be sent to John Myland Ltd at 26 Rothschild St, London SE27 0HQ or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 020 8670 9161 or in person at the above address.