We appreciate your business and want you to be completely satisfied with your purchase. If not, please contact our customer care team and give us an opportunity to resolve any issues right away; we are more than happy to help.
You may return any item in its original condition for a refund or exchange within 30 days of receiving it. Please allow 7 working days from receipt of a returned item for us to process a refund or exchange. For international returns allow 10 working days from the date the item was posted. Once a refund is processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation).
After receiving the confirmation email, please allow a further 3 working days for the refund to clear into your account (how long depends on your card issuer). Your refund will be credited to the same card or payment method with which you made your original purchase. If for any reason this is not possible, we will contact you to discuss alternatives.
PART OF ORDER IS MISSING / WRONG ITEM RECEIVED
We always prioritise complete satisfaction of our customers and make sure that the products we send out are exactly what was ordered, but mistakes can happen. If you have received your order and an item is missing, please first check your dispatch note for any indication that the item is being dispatched separately. If the item is not included on the dispatch note, it will be arriving separately. If the item is listed but not present, please contact us and we will investigate the matter further.
If the item you received is faulty or not what you originally ordered, please complete the Returns Form and return to us with the item.
CUSTOMS REQUIREMENTS (CN22 – Required for non-EU countries)
- For all parcels being returned from countries outside the EU a customs form (CN22) must be completed and affixed to the outside of the item. The CN22 customs declaration must be fixed on the address side, in so far as possible in the top left-hand corner, beneath the sender’s name and address, which must appear on the item. Add a description within the brackets e.g. if the item being returned is a pair of slippers, the declaration would read:
- Returned Goods (Slippers)
- No Commercial Value
- Tick ‘other’ as the Type of Item
- Details of the weight must be included
- Remember to date and sign the CN22
If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you.
HOW TO RETURN AN ITEM
- Re-pack your item(s) in the original (or similarly robust) packaging with original labels and tags still attached and with a completed Returns Form.
- Cover your original address label with the FREE returns label that can be found following the relevant link below.
- Return your package to your nearest Post Office and remember to make a note of the tracking number. Please note the item is your responsibility until it reaches us, we cannot refund return items lost in the post. You can track your return here.
For more information about returning items to us, please contact our customer care team.
We ship to the following countries: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
We offer free delivery and free returns on all orders within the United Kingdom. Allow 3-5 days for delivery, if more than 5 days have passed please contact our customer care team to review the status of your order. All deliveries are fully tracked from posting to delivery and requires a signature on delivery.
We offer free returns on all orders from Europe. Allow 7-10 days for delivery, if more than 10 days have passed please contact our customer care team to review the status of your order. International deliveries are fully tracked from posting to delivery overseas and requires a signature on delivery.
Please note that the shipping rates for all items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full 100 grams.