Refund policy
RETURNS, FAULTS AND REPLACEMENTS
We hope you love our products as much as we do, but if you are not completely satisfied with your product, contact us within 14 days of receipt using the email address on your invoice to discuss any issues.
Please do not return faulty product without contacting us first. Please send an email to the store with pictures showing the original product and an example of the fault highlighted in the photo. It is not always necessary to return a faulty product, in most instances we can arrange for a replacement to be sent on the basis of a photo alone. Where faulty goods need to be returned, we will provide a full refund, including any associated postage costs.
When making a return, please include a note with your full name and ORDER NUMBER so that we can trace your order in the system to process a refund once items are received.
Goods need to be unused and in their original packaging to be accepted for returns, unless they are faulty. Returned good that have been opened and/or used will only receive a 50% store credit as used goods cannot be resold as new.
Where the reason for return is not due to faulty goods, we will only refund the cost of the product and not postage costs.
The safe return of goods is the responsibility of the customer and we cannot refund items which are not returned to us. We therefore strongly recommend that customers obtain proof of postage and retain their original invoice when returning goods in order to be able to make a claim against the mail carrier for any items which may be lost in transit. We cannot assist in claims for lost returns which do not reach our office.
Lost or Damaged Items
If your goods arrive and have been damaged in transit, please take a photograph of the damage, keep the original packaging and contact us immediately. We take every care to package our shipments securely and cannot be held responsible for the carelessness of delivery operatives, but we will do everything we can to assist you in bringing a claim for damaged goods.
If your order has not arrived 14 working days [excluding weekends and bank holidays] after the shipment date in the UK (30 days for Europe and 40 days for the Rest of the World) then it is considered lost by the Royal Mail and we will have to claim for losses and will refund you.
Please note, as per our shipping terms, European customers who opt NOT to pay for tracked shipping WILL NOT BE REFUNDED FOR LOST PARCELS. Overseas customers who do not pay the duties and fees levied will also not be refunded, by placing an order you agree to pay the fees due in your country.
