If you’ve bought something from the online shop or one of our Centres, and would like to return it, please keep the item (in its original condition) and contact our service +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat). You can also contact us by post at Visit Conwy Online Shop & TIC, Unit 26, Victoria Centre, Mostyn Street, Llandudno, LL30 2NG. By original condition, we mean unused and in its original packaging with labels.
The service team will be able to process refunds in line with our standard policy. We’ll do our best to ensure prompt payment but there may be a delay, so we kindly ask for your patience and understanding.
This policy is in addition to your statutory rights and consumer rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our terms and conditions.
We’re unable to accept returns for the following items:
- Products that have been personalised for you such as stationery or gifts.
- Perishable goods such as food and plants.
- Sealed audio or video recordings that have been unsealed after you receive them.
- Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity.
- Earrings.
- Gift cards.
Other terms:
- If you’ve bought something from the online shop or one of our centres, and would like to return it, keep the item (in its original condition) and contact our service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat). You can also contact us by post at Visit Conwy Online Shop & TIC, Unit 26, Victoria Centre, Mostyn Street, Llandudno, LL30 2NG. Our service team is still available to process refunds in line with our standard policy.
- This return policy doesn’t affect your statutory rights or limit your remedies in respect of items that are damaged, defective or incorrect. Please see below for details about returning a damaged, defective or incorrect item.
What should I do if I've received a faulty or incorrect item in my order?
Returning a damaged, defective or incorrect item:
- If the item was damaged in transit: call our service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat).
- If the item is defective: call our service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat). You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.
- If we sent you an item you did not order (an 'incorrect' item): please call our online service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat) and we’ll make arrangements with you to reimburse you the costs of return postage.
To ensure the safe return of your items and the correct allocation of the items against your account, please follow the guidelines below:
- Include your delivery note or receipt.
- Indicate why you’re returning the item.
If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return.
Please ensure that any items to be sent back are returned securely. Conwy County Borough Council cannot be held liable for returned items which do not reach us.
Returns address:
Visit Conwy Online Shop & TIC
Unit 26, Victoria Centre
Mostyn Street
Llandudno
United Kingdom
LL30 2NG
What should I do if an item is missing from my order?
If an item is missing from your order, please contact our service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat).
Please let us know exactly what’s wrong with your order. Remember to include your order number and full name as this will help us speed up the search for your order details.
What should I do if my order isn't delivered?
Please note, due to COVID19 our international carriers are currently experiencing delays, with a number of countries cancelling flights between Europe and the Rest of the World. Countries within the EU are shutting borders and some are or have gone into lockdown.
This means that almost all international mail and parcels will be delayed regardless of country of destination.
Therefore, we kindly ask for your patience and understanding at this time. However, if your order hasn’t been delivered within the timescales for your country, please call our service team on +44 (0)1492 577577 or e-mail us at shop@visitconwy.org.uk between 10am-4pm (Mon-Sat).
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