Returns

Returns and Refunds

Exchanges

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Unfortunately, we cannot offer direct exchanges.
To exchange an item from your recent order, return it for a refund and place a new order online.

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As long as you have not opened the item you can return it.
You need to receive a Return Code and the Return Address to be eligible for a return.
Items returned without a Returns Code or to the wrong address cannot be accepted or processed, and you will not receive a refund.
Please follow the steps required here to start your return.
Returns must be done via courier or the Post Office
In-person returns cannot be processed and will be refused

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Returned items must be unopened, unused, and in the same perfect and new condition as was received.
Due to the nature of our products, we cannot accept items once opened, even if you have tried to reseal them.
You cannot return a product you have opened and tested.
Go here to start your return.

Our returns policy is strictly 14 days from the day you receive the package.
We cannot offer any refund after 14 days.

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You must tell us you want to return the item within 14 days of receiving the parcel that you want to return it.
You then have an additional 14 days to get the parcel to us after receiving your Return Code and the return address.
In total you have only 28 days from receiving the parcel, to us receiving the parcel back in our facility.

We now offer a completely paperless returns process in the UK, and you no longer receive paperwork inside your order.
We are making this change to reduce the amount of paper we use.
Once you have registered your return you will receive a Returns Code with information regarding your return.
Follow the steps when registering your return here.

Once delivered to our facility, we do our best to process returned items within 14 business days.
During sales and holiday periods, this time frame may increase.
Please note that this does not include transit time to our facilities.

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There is no need to cancel the return.
Since no items will arrive at our facility, the returns process will not begin.

Returns must be done via courier or the Post Office
In-person returns cannot be processed and will be refused
The cost of returning the item depends on which courier you use.
We do not cover the costs of returning products. However, you will receive a refund for the actual product if it arrives unopened and in perfect, new condition.
Please follow the steps required here to start your return.

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We do not cover the cost of postage to return items.
You can change your mind and return any product, but you will need to cover all return postage.
We encourage you to shop responsibly and consider the environmental impact when purchasing and returning items – the less unnecessary shipping, the better.

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Postage and Packaging

Returns must be done via courier or the Post Office
In-person returns cannot be processed and will be refused
Please use a postage or courier service that offers guaranteed delivery
We cannot process refunds for packages we do not receive
If there is a dispute, you will need to provide proof that we physically received the package at the correct address
Any products that arrive damaged will not be refunded. If you insure the package against loss or damage the cost will be covered by the courier – assuming they have lost or damaged it

Your courier or the Post Office should provide tracking when you pay for your postage.
We won’t be able to refund any products we don’t receive, so please retain the tracking number in case the package doesn’t arrive.

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We recommend reusing the packaging your goods were delivered in to reduce waste and ensure they are well packaged.
However, you can also use any other robust secure packaging.
We cannot refund products damaged in transit through poor packaging.

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Please get a separate Return Code for each order to allow a smooth and efficient process at our warehouse, and to ensure you are refunded as swiftly as possible.
Put all the Returns Codes clearly on the outside of the package.
You can then consolidate orders for return.

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Refunds

You must follow the return process here to receive a refund.
If approved, your refund will be processed to your original payment method.

Once delivered to our facility, we do our best to process the returned items and action the refund within 14 business days.
During sales and holiday periods, this time frame may increase.
Your bank may take up to 10 days to process the funds after we have refunded you.

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Start your Return

Select the item you want to return
Use your invoice to make ensure you’re naming the correct item
Use the form below to receive your Returns Code and the return address
We cannot process returns or offer a refund without this unique Returns Code – all returns need to use this form – we cannot accept returns without it
You will receive a unique Returns Code after we have checked the information
You should write this code clearly on your package and use it as a reference for future correspondence.

Returns Form

My item is:
UnopenedUnusedIn the same condition that I received it
Securely packingIn the original packaging

Your name	Your email
Order Number	Tracking Number (if you have one)

Any other Information? (optional)

Package your items in the original packaging
Make sure it is securely packaged and sealed
Write the Returns Code/s on the outside of the package

Head to your nearest Post Office or or Courier to post your parcel.
Please be sure to retain the tracking number as Customer Service may require it
Attach the carrier label to the outside of your package

Please be aware: Items that arrive don’t arrive or arrive damaged won’t be refunded. If a parcel arrives damaged, or not at all, it remains your responsibility to provide tracking information or contact the courier. As long as you have purchased the correct insurance they will refund you for lost packages.

When your package reaches us we will start the refund process.
This will take 3-14 days.
During sale and holiday periods, this time frame may increase.
Please note that this does not include transit time to our facilities.