Returns, replacements and cancellations
We hope you’re delighted with your products, but we know that sometimes you might need to return something.
If there’s a problem with your order or if you’ve just changed your mind then you can return all or part of the order for a refund or exchange – but you must follow the guidelines below.
How to return item(s)
You must notify us and return your item(s) within the appropriate time limits (these are detailed below). The time limit depends on the reason for your return so please check carefully in the appropriate section below. Once you have checked, follow these steps.
- Notify us that you need to make a return. Please email firstname.lastname@example.org, including:
– your order number
– the name/title of the item(s) you want to return
– the reason for the return
– whether you require a replacement item
– a daytime contact phone number in case we need to get in touch.
- We will reply to your email within three working days and give you a returns number and further instructions. You must not return anything without a valid returns number or we will not be able to process it.
- We will confirm if we can collect your return or whether you need to post it back to us. If applicable, we will give you the address to return the item(s) to.
Cancelling your order, changing your mind or if you no longer want an item
You have the right to cancel your order any time up to 14 days from the day after you received it. The 14 days include Saturdays, Sundays and bank holidays.
You must notify us that you wish to cancel your order before the 14 days have passed.
Cancelling before your order is despatched
If you contact us promptly we may be able to cancel your order before it is despatched from our warehouse. This saves you having to accept the delivery and return it to us. If you placed your order within the last 24 hours and wish to cancel then email email@example.com (marked urgent) or call 020 7608 5240.
Cancelling after your order is despatched
Once your order has been despatched you will need to wait for delivery and then follow the steps in the above section, How to return item(s).
Once we have approved your cancellation/return and given you a returns number we must receive your returned item(s) within 14 working days.
All items returned must be unused and in their original condition and any packaging or seals must be unopened.
Unfortunately we are unable to cover the postage costs for cancellations and unwanted items.
Returning item(s) that are damaged, faulty, not what you ordered, or incorrectly advertised
If there is a problem with all or part of your order you can return items within 30 days. This means that we must receive your returned item(s) within 30 days from the date you received them.
Follow the steps in How to return item(s).
We will usually arrange for your item(s) to be collected at no charge to you. Occasionally, it may be more cost effective or convenient for you to post your return back to us through Royal Mail. If we ask you to do this, we will refund the full cost of postage to you.
Once we have received your return
We will process your return and issue you a refund or replacement as soon as we can, but it may take up to 14 working days from when we receive it.
Unless you have asked for a replacement item, a refund will be issued. If you paid by credit card, debit card or Paypal then we will refund you using the same method.
If we are unable to refund your money using the method you paid with, refund will be by cheque.
If you bought an item on special offer or using a discount code we will only refund you the price you paid.
If you are returning an item which came as part of a bundle or package then you must return all the items unless we have explicitly agreed otherwise.
You will receive a delivery note with your order, which lists the items you should have received. If an item is missing you should notify us within 30 days of receiving the order, but please try and let us know as soon as possible.
In the event of missing items, we will do one of the following: send you the missing item(s); issue a refund for the missing item(s); issue a credit note for the missing item(s).