Returns & Refunds
100% Satisfaction Guarantee
RETURNS & EXCHANGES POLICY
We do hope that you love our products as much as we do, but if you are unhappy with your purchase for any reason please get in touch. Our policies are as follows.
Any unopened products are eligible for a full refund or exchange within 30 days of purchase with proof of purchase.
A product that has been opened or used but which you are not completely satisfied with can be returned for an exchange within 30 days of purchase with proof of purchase.
All returns require:
1) the order number or name/address details to match the record on our system.
2) the physical return of the product to our premises.
- We can only refund via the original purchase method. For refunds of items purchased with a gift voucher, or given as a gift, we can only offer an exchange, and in every case, we must be able to trace the donor of the item.
- You can only exchange or refund purchases from a retail partner/stockist/reseller directly from the retail partner where the item was purchased.
- With all refunds, please note it can take your card provider 3 to 5 working days to credit your account after it has been processed.
HOW TO GET A REFUND
Free Returns By Post - UK
Please request your return by logging into your account and clicking the Request return button beside the order in question, then tick the items you want to return, select a reason for return and then click the Request return button. We will then review your request and email you back within 1-2 working days with a link to print your prepaid shipping label.
- Pack up the item(s) to be returned in either the original shipping packaging or a box of your choice – but please note it must be smaller than 61cm (L) x - 46cm (W) x 46cm (D)
- Print and apply the prepaid label to the package and take it to your local post office or post box for despatch. If you do not have a printer then please email us at firstname.lastname@example.org and we will arrange an alternative way for return of your product/products.
At the present time we regret we do not offer a free returns service internationally. If you wish to send an item back to us, you must meet the costs of international tracked shipping yourself. If you wish to choose this route, please contact Customer Service before shipping your item. We cannot be responsible for any items shipped without prior notification, that are then not received.
Problems With Your Order
CANCELLING YOUR ORDER
You have the statutory right to cancel your order at any time up to 14 days after the receipt of the item. Please be aware that orders are usually processed on the same day that they are received. Simply email email@example.com or call us on +44 (0) 203 4883316 during our opening hours with your name, address and order reference number.
DAMAGE IN TRANSIT
If you notice a package is damaged, please in the first instance do not accept it.
If you do accept a parcel and only notice damage after opening, inform us within 48 hours via email to firstname.lastname@example.org with a photograph. We will do our best to make good the damage.
INCORRECT PRODUCTS SENT
Our products are picked by human beings, and sometimes they make a mistake! Let us know within 14 days of receipt by emailing email@example.com with a photograph, and we will ensure you receive the correct item.
NON-DELIVERY OF ITEMS
If your item is delayed or lost by the delivery provider, we may be able to refund your postage charges or resend the item free of charge, depending on the circumstances. If however, the item was awaiting collection and not collected within the time window, or if the tracking information indicates the item was refused by the customer, we may charge additional postage costs to resend the item, and will need to resend it to a different address from the original one used.
PRODUCT QUALITY ISSUES
If you feel that the product quality of an item purchased is not up to the expected standard, please get in touch so we can do our best to put it right. Let us know via email to firstname.lastname@example.org, attaching a photo illustrating the issue and as detailed a description as possible. Please aim to contact us as soon as possible after the purchase.
If you have any questions at all, please email us at email@example.com and we will do our very best to help.