You may return goods to us, for any reason, within 30 days after receiving them.Goods can be returned outside this period if they are faulty, so long as the care instructions on the packaging and product labels have been complied with.
Select below for further details.
The easiest way of requesting a return is to visit our Returns Centre (you will need your order number and e-mail address).
If you are unable to access our Returns Centre or have any problems there, you can request a return by e-mailing us at firstname.lastname@example.org. In your e-mail, please state your name and address, order number and which items you no longer require.
You may also telephone us on 0345 548 9198 (International: +44 345 548 9198). If no-one is available to take your call you may leave a message including your name and telephone number and we will call you back.
Once you have requested a return, we will contact you with instructions as to how to return your items to us. You must return your items to us without undue delay and, in any event, not later than 14 days from the day on which your return request is accepted.
(You can find other ways to cancel your order here, but we recommend you use one of the methods above).
Cost of items returned. If you request a return within the 30 day returns period, or if we accept a later return because your goods are faulty, we will refund the cost of your returned goods in full.
Delivery charges. If you return all of your order items then we will refund any basic delivery charge applying to your order. However, unless your returned items are faulty, we will not refund the difference between our basic delivery charge and any express delivery charge paid by you. If you return only some of your items the we will recalculate the delivery cost based on the items that you have retained. We may then adjust the amount of any refund we make to you (upwards or downwards, as appropriate) to reflect the difference between the delivery charge you actually paid and what you would have paid on the items you have retained.
If we agree to accept returns outside our 30 day returns period then (unless the goods are faulty) we may make deductions from the refund for loss in value of any goods returned to us if it is caused by anything you may have done beyond what is necessary to establish the nature, characteristics and functioning of the goods. In particular, if the goods have been used or washed or are marked then we will be unable to resell them and this will affect the amount of any refund we make to you.
We will refund any money due to you not later than 14 days after the day we receive back from you any goods supplied or, if earlier, 14 days after the day you provide evidence that you have returned the goods.
We will refund you by the same means of payment as you used for the initial transaction, unless we have both expressly agreed otherwise. You will not incur any fees as a result of the refund. We may withhold your refund until we have received the goods back or you have supplied evidence of having sent back the goods.
You must return your items to us without undue delay and, in any event, not later than 14 days from the day on which your return request is accepted. We will send you details as to how to return your items to us when we accept your return request.
If you are in the United Kingdom, we will send you a pre-paid return label to return your goods at no cost to you.
If you are outside the United Kingdom, you will have to bear the cost of returning the goods. However, if we sent you the wrong item or the goods are faulty then we will reimburse any reasonable costs paid by you to return the goods to us.
Yes, provided that you tell us that you want to do so within 30 days of receipt and so long as the item is unused, unwashed and otherwise in an undamaged condition. In our Returns Centre please specify which item you require in exchange.
If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item.
If you have received a faulty item or an item that you didn't order, please tell us by visiting our Returns Centre, by e-mailing us at email@example.com or by telephoning us on 0345 548 9198. We will then arrange for the return of the goods to us at our cost (or, if you are outside the United Kingdom, we will reimburse your reasonable costs of returning the items to us on receipt of your returned items). Upon receipt we will arrange for a replacement item to be sent free of charge (or, at your option, provide a refund). Nothing in our refund policy affects your statutory rights.
Delivery cost of your replacement products
If your delivery address is in the United Kingdom, Channel Islands or Isle of Man, we send your exchange items free of charge by standard delivery. If you request express delivery then, if it is available, we may offer that upon payment of the appropriate delivery charge shown on our website. If your delivery address is not in the United Kingdom, Channel Islands or Isle of Man, you will need to pay the appropriate delivery charge.
Cost of returning your items to us
If you are in the United Kingdom then we will send you a pre-paid return label to return your items at no cost to you. If you are outside the United Kingdom, you will have to bear the cost of returning the items unless they are faulty or we sent you the wrong item.
The person who bought the goods has the rights to return products and to receive a refund as described above. However, we cannot provide a cash refund to someone who has received our products as a gift. We will accept gift items for exchange if they are unused, unwashed and otherwise in an undamaged condition.