RETURNS & REFUNDS
If you are not completely happy with your online purchase you can return it to us, within 30 days of receipt. Follow these steps to return your online purchase:
Contact us. Get in touch to notify us that you would like to return your purchase. Please include your order number and the product code of the product you would like to return. Your order number can be found in the Order confirmation email or in the Dispatch confirmation email. If you are a registered customer, it can also be found in your order status.
- If the product is damaged we will ask you for images and we will then refund the value of the damaged product to your original method of payment or send you an exact replacement product. We cannot send you a different product as a replacement. Please contact our International Customer Service team at [email protected] and they will be happy to help you with all the instructions you need.
- If you no longer want an unopened/unused product (within 30 days of receipt), we will refund the value of the returned product to your original method of payment (returns postage to be paid by the customer). Please contact our International Customer Service team at [email protected] and they will be happy to help you with all the instructions you need.
We will email you to let you know when your refund or your replacement order has been processed. It may take up to 7 days for the refund to show in your account.
If you experience any difficulties with the online returns process please get in touch.
REFUNDS ON POSTAGE & PACKAGING
If we have sent a product in error or it is faulty, damaged, or of unsatisfactory quality or is unfit for purpose, we will refund the postage and packaging charges you have paid to receive and return that product, unless it was sent to you with other products which you are not returning.
Please note that our warehouse is based in the UK. Before returning any item please get in touch with our International Customer Service that will instruct you on what you need to do. If you decide to send any item back to the UK without having been instructed so by our Customer Service team you may not be refunded for the postage charge.
REFUNDS ON eGIFT VOUCHERS
We cannot provide refunds on egift vouchers.
When a postal carrier returns an undeliverable package to us we issue a full refund (excluding delivery charges).
We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.
By law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.
To cancel your purchase within the fourteen-working-day cooling-off period, please get in touch with our International Customer Service team. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html