There are occasions where you may wish to return an order to us. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) you have a right to cancel all or part of your contract at any time up to 30 days after the day on which you receive the goods, without giving any reason. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

However, there are certain items aren’t eligible to be returned, please continue reading to find out more.

Damaged items received

We apologise if your order has arrived damaged on delivery.

Please contact our Customer Services department immediately to let us know, so we can take the issue up with our couriers. We may also require proof of damage, so please take a photo and email it to us.

If a courier wants you to sign for damaged goods, please write us a note that they are damaged or awaiting inspection.

Faulty products

In the unlikely event of an item developing a fault, the Consumer Rights Act 2015 applies. If it’s within warranty, we will need to get the product back to us to either fix or replace it. 

A replacement can only be sent once we have confirmed the fault. If you can’t wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed. 

Where we cannot accept a return

There are certain items that we cannot accept for return: 

·        Products that are collected by you in person, or your representative, from our premises

·        Products that have been made to order

·        Products that are made to your specification or have been personalised.

Returning an item

To return an item, you will need to initially contact our Customer Services team who will advise further.

You will need to either print out or copy the details from our returns form, which should be included with your return, so we know who the return is from and what we need to do next.

You will be responsible for paying for your own shipping costs for returning your item. 

Please note, you are responsible for any returned items until they are back in our warehouse. It is strongly advised that you obtain proof of postage when returning any item to us and take out a tracked, insured return.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

What to do if there’s a problem

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately.

Customer Services are available weekdays: 8:00am to 4:00pm