Returns & Exchanges FAQ
I need to return an item
Please see Returns.
I need to exchange an item
Please see Exchanges.
I received a faulty / wrong item
Please see Faulty / incorrect items.
How long will it take to refund me?
Please see Refunds.
Can you confirm you’ve received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within one working day of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Hopefully, you will receive any exchange item within 3 working days of us having received your return.
If it has been more than 3 working days since we received your return, please email us at firstname.lastname@example.org.
When will I receive my exchange?
Please allow 3 working days from receipt by us of a return to allow for us to process the exchange and for it to be mailed to you. If for any reason we are out of stock of the item, we will email you about this.
Do I have to pay for postage on my exchange?
You will not be charged for delivery when we send the exchange item(s) back to you. We still send our exchanges fully insured via a courier on a next day service.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility (unless you have received an incorrect or faulty item).
Please note: the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the full value of the goods.
Will you refund the delivery charge on returns?
Delivery charges (i.e. the cost you originally paid to have the order delivered to you) are only refundable if you have received an incorrect or faulty item or if the order is cancelled under the UK Distance Selling Regulations.
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount, please contact our customer services team quoting your order number and the required refund amount.
Delivery charges are non-refundable (unless you have received an incorrect or faulty item or if the order is cancelled under the UK Distance Selling Regulations), so you will generally be refunded the full value of the item(s) returned.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.