Returns & Claims
Returns & Refunds
We sincerely hope you will be completely satisfied with your purchase, however we understand in certain circumstances, that may not be the case and you wish to send something back.
You may request to return most new, unopened items within 14 calendar days from delivery for a full refund of the item price only. We are able to provide a pre-paid returns label for your convenience; however the cost of this (£3) will be deducted from your refund value.
If the return is a result of our error (you received an incorrect or defective item) then the return cost will not be charged.
We are not able to issue a refund against an item that has been used or tampered with or is returned to us in any condition that makes it unfit for resale; i.e. swing tags / labels / packaging etc is defaced or missing.
We are more than happy to exchange items if you have changed your mind, however, a re-postage fee will be charged to send alternative products. The recommended way to exchange your item is to place a new order, return the original item and we will issue a refund for that item.
You should expect to receive your refund within 14 days of us receiving the unwanted goods, however in most cases you will receive a refund more quickly. We'll notify you via e-mail of your refund once we've received and processed the return.
How to Request a Return
- Login to the my account section of this website which will take you to your orders screen.
- Click on the order containing the item to be sent back and then select 'Request Return' at the top right hand side of your order details page
- Select the item/s, enter the quantity, the reason for return and submit.
Once reviewed by our team to ensure the 14 days returns period has not been exceeded, you will receive a returns authorisation number by email, along with details of how and where to send the goods back.
Alternatively call us on 0871 2211340 to request a returns authorisation number.
Goods MUST be returned within 14 days of authorisation and MUST include your returns authorisation number and returns slip. Please be aware that we reserve the right to refuse a refund if you have not followed this procedure OR if after inspection goods are found to be not fit for resale (unless previously advised of defect) or if goods are returned after 14 days. In either case we will offer to send the goods back to you at standard postage rate for the item.
Please refer to our terms & conditions regarding your refund rights.
Claims For Damage or Fault
Although we make every effort to ensure your goods reach you in perfect condition, once the parcel has left us we are unable to control how it is handled, so if it reaches you damaged or tampered with in any way, please notify us immediately.
It is advisable to check your delivery as soon as it's received even if you don't intend to use it straight away. Please be aware that we can only accept claims for damaged goods or items missing from your parcel within 3 days of delivery of your order.
Although we carry out quality checks at 3 stages in the picking and packing process to check for imperfections or flaws, this isn't always possible if the item is pre-packed and sealed or packaged in such a way that prevents access without causing damage.
If you receive a product that is faulty, or becomes faulty within a reasonable amount of time after use, please report this to us as quickly as you can by email. If possible attach pictures so we can deal with this more swiftly and offer a resolution without you necessarily having to return the goods.
