How do I return an item I no longer want?
We’re always sorry to hear that the item you’ve chosen isn’t right for you. If this is the case please see our returns policy above. You have 14 days to return the item(s) to us in their original, unopened and unused condition. Please notify us via email at email@example.com with your reasons for return and we will send you a pre-paid returns label for UK orders only, for international orders the return postage will be covered by the buyer unless the item is faulty or damaged. We reserve the right to refuse an exchange or refund if items are non-saleable. Please click here to see the full cancellation right section in our terms and conditions.
What if I receive the wrong item?
We always take considerable care and attention when packing and sending items but occasionally, due to human error, you could receive an item that’s not intended for you. If this occurs please do notify us as soon as possible by email at firstname.lastname@example.org so we can ensure we can get the right products sent to you and organise a collection of the wrong items back to us in the most convenient way.
What if the item arrives damaged?
We take great care in sealing our packages and protecting the contents inside with padding and specialist packing materials. However, if your package arrives in an unsavoury condition and the product is, as a result, damaged, please notify us as soon as possible by email at email@example.com with a photo of the item so we can organise sending you a replacement product.
Where is my order?
We take missing orders very seriously, and while we don’t see many they can unfortunately occur. For this we apologise and ask that you contact us via email at firstname.lastname@example.org if you haven’t received your items by the allotted delivery date. Our delivery policy is ‘signature upon delivery’ so your postman won’t deliver if there’s no one in to sign for it. - please look out for the red slip they might leave with instructions. You can also see your tracking information via your order confirmation email but if the information doesn’t look correct or if you know you should have received your item please do get in touch with us and we can contact Royal Mail to enquire.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 28 days of purchase then you can return the item under our normal return procedure for exchange or refund. Please kindly sure you let us know about the fault via email at email@example.com so we can make sure other items are not affected.