What if I no longer want the goods when they arrive?
Under the Consumer Contracts Regulations 2013, up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
Unless faulty, we can only accept the return of goods in “as new” condition. Worn, Used or Damaged goods will not be refunded.
Due to for health protection and hygiene reasons, we cannot refund or exchange any item, where the seal has been broken.
How long will the refund take?
We will normally process a refund within 2 working days of the returned items reaching us, although the Directive allows us up to 30 days. Please note that the refund may take several days between us authorizing the payment and it showing up on your card account.
What is the best way of organizing the return?
If, when you placed your order, you did not create a customer account, please use the following Returns Form.
We will then get back to you with details of how to make the return.
If, when you placed your order, you did create a customer account Please log into your account.
Choose the “My Returns” option in the left-hand menu and click on the “Request New Return” button.
Select the relevant order and follow the on-screen instructions.
Who pays for the return costs?
You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.
What if the goods are faulty or have been incorrectly described?
The above cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or incorrectly described.
Our goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:
Up to 30 days, if your goods are faulty, you can get a refund.
Where returned goods are faulty due to a manufacturing problem, then as well as replacing the item in question, we will also refund the cost of the return shipping. – We can only refund these costs where the return shipping method has been agreed by us prior to the goods return.
We will not refund items that have been abused, accidentally damaged or clearly used for purposes for which they were not intended.
You must notify us immediately if you have received a damaged shipment, this allows us to contact our shipping agents for insurance reasons – this may be void if you delay informing us of the damaged product shipment (Each shipment is photographed in our shipping department before dispatch)
+ Please take appropriate photographs to show your claim of a damaged shipment when received.
To notify us of a problem please follow the instructions in the What is the best way of organising the return? section above.,
What is your returns policy for custom and bespoke orders?
We are unable to accept the return of goods made to the customer’s specifications. This includes items made to special sizes, colours or goods that have been customised, for example that have been embroidered or printed.
What are the terms for business to business transactions?
For business to business transactions, goods must be returned at your own cost.
For business sales where goods are unwanted, rather than faulty or damaged, any refund will be subject restocking charge, calculated on the order value (max 25%).