Damaged or broken goods
If any item is broken or damaged upon delivery we'll replace it or refund your money, whichever you prefer. We may request further details of the damage and/or photographic evidence. We may also request that the item is returned to us. When goods are damaged we will refund the cost of the item and also re-imburse you for your original postage and your returns postage.
Cancelling your order
Should you choose to cancel your order we will refund your purchase and your original postage costs. If the item you are returning is part of a larger order then we will refund a percentage of your postage costs based on Royal Mail weight thresholds.
Step one – Cancel your goods right away
The Distance Selling Regulations allow you to cancel in writing, by fax or by email. We would prefer you to email us at firstname.lastname@example.org. You have 7 days from the day after the receipt of your goods to inform us that you want to cancel your order. We do not accept cancellations after this period. 0800 954 6948
Step two - Return the item
Once you have cancelled your order; for orders then returned to us within 14 days of their receipt we will issue a refund. For orders returned to us from 14 days - 30 days after receipt we will issue you with a store credit.
Please email us for a returns number and include:
When returning your item(s) to us you must include your returns number in your parcel. If you choose to return your item without a valid returns number this may delay the returns process and make it difficult to locate your order. You must then return your item to us within 30 days from the date of cancellation. Items eligible for return will be refunded on receipt. You will be refunded the cost of the product, however the return shipping charges are non-refundable.
NB: We recommend that customers return goods by recorded delivery (insured to the value of the item) and also to retain proof of postage. Returns are sent at your own expense and at your own risk. We do not arrange collection of your unwanted items.
What items can't you return?
We reserve the right to refuse a refund if the item you are returning is not in its original condition and packaging. Returned goods need to be returned in perfect condition and in their original sealed packaging to qualify for a refund or store credit. Please note that your right to return products does NOT apply to:
Can I exchange my item?
Unfortunately we are unable to offer an exchange process. Once you have received your refund then any further items that you require will need to be purchased through a new order on our website. If you are returning an item(s) that is part of one of our multi-buy offers then the value of the original discount will be offset against this return.
Any complaint is taken very seriously and we endeavour to respond to complaints as soon as possible. Should you have a 'returns' query or a complaint, please do not hesitate to contact us.