We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
Although we take care to prevent any damage to your goods during the shipping process it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this we ask that you contact us. Please provide details of the fault and where possible attach pictures to your message.
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the date you received the item, the name of the item you want to return and the reason for return i.e. Unwanted, Incorrect Item, Damaged. Upon receipt of these details we will provide you with additional information on how to proceed.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
Once we receive the item(s) and it/they have been checked to ensure they have not been opened and are in their original packaging, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.