Occasionally you may need to return an item which you have received, if you are not satisfied with your item you can return the item to us within 14 days of receipt.
The item must be returned in a resalable & unused condition. Once we have received the item, inspected the goods and they are eligible for resale you will be entitled to receive an exchange or refund.
This will not include the costs occurred for postage and packaging, if a free delivery option has been chosen the refund will exclude the cost of postage and packaging. We cannot refund or exchange an item which has been opened or which is not in their original condition.
Please note, if you require an exchange a re-postage fee will apply.
How do I return?
Simply pack the item well in a taped and secure box, ideally as you received it from us, in its original condition. Fill in the returns form included in your order and insert this into the box as well. Scan the QR code on your thank you leaflet inside your box to download or email a returns form to the team. Ship your return order back to us within 30 days of receipt in order to receive a full refund, excluding original delivery fees.
We aim to process refunds within 14 working days of receiving the item back at our Wembley warehouse. Please note that the customer is responsible for the cost of returning an unwanted item and returning it to us safely in its original condition. We cannot offer a full refund if the product is damaged during shipping or does not reach us due to unforeseen shipping issues. The amount refundable is determined by our quality team upon arrival at our warehouse.
What items are returnable?
You can return your items within 14 days of receipt of your shipment.
The item must be returned in a resalable & unused condition.
Promotional items included in orders must be returned. Whether this has been included free of charge or with any offer at time of purchase.
Are there any charges for return?
Original shipping charges are non-refundable. You are responsible for the charges of the return shipping. If a free delivery method was chosen, the actual delivery charge we covered would be deducted from your refund/credit.
If none of the above questions helped then, please do get in touch via the form below or email our amazing customer service team on email@example.com and they will gladly assist you.
When will I get my refund once I return my order?
Once we receive your order back and if the refund request is approved, we advise 14 days total for the refund process. We do our best to get it done sooner when possible. Usually, it is less time than this. However, we cannot guarantee it. This time can vary a lot depending on your bank and other circumstances. Email us at firstname.lastname@example.org if you’re concerned, and we will do our best to assist you.
Included in your order should be a copy of the returns form for you to fill out. If you need to, you can download the return form here as well.
If you need further information, please either give us a call at +44 208 004 0441 or email email@example.com, and our fantastic support specialists will do their best to help you out.
Other Important Information
Faulty Items must be reported within 30 days of purchase. If you believe your item is faulty please follow the returns methods above. Faulty items will be investigated by our team in-store, some items may need to be sent away to manufacturers. In respect to this we cannot provide any time frames on investigations. If the item is deemed as faulty, the item will be replaced or refunded including carriage. If the item is deemed not faulty, the item will be sent back to the delivery address recorded, carriage fees will be applied where necessary.
Damaged Items & Leaks
Although we package items as best as possible from time to time items may be received damaged through 3rd party couriers. If you have received a damaged item please DO NOT discard the item until you have contacted us. It is very important to take photographs to ensure there is evidence to build a case for the order. Please contact us immediately if you have received a damaged item via firstname.lastname@example.org
Due to the nature of the products we offer, there is no warranty on any items unless stated otherwise. Any warranties offered are solely with the manufacturer of the item and we can not be responsible for warranty claims. These conditions extend to in-store purchases as well. If you have any questions regarding returns please email us at email@example.com
These must be returned, whether this has been included free of charge or with any offer at time of purchase.