We want you to be delighted every time you shop with us and visit us. Occasionally though, we appreciate you may wish to cancel an order or return/exchange items and we therefore have a straight-forward 28 day returns policy, which is detailed and explained below. Our Cancellation and Returns Policy does not affect your statutory rights.
If you have any queries relating to our Cancellation and Returns Policy, if this does not answer your query, please do not hesitate to contact us.
Cancelling an order:
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can via email. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately goods that have been dispatched cannot be changed or redirected to an alternative address.
Returning an item:
You can return any item within 28 days of receipt for a refund of that item or to exchange it for the same item in a different size or colour, as long as you meet the following conditions:
- Unless damaged or defective, we accept the return of items only if they are unopened (except in cases where the item has to be tried for fit) and in their original condition.
- In the case of clothing or other items which have to be tried for fit, any returns must be in their original packaging and with any labels still attached.
Items which have been been ordered in to stock for you will be subject to a 20% restocking fee.
Please email us to arrange your return, or in addition to messaging us you can call us on 01480 819317
Please note that we reserve the right to send back items to you that have been returned to us after 28 days (7 days in the case of pre loved items)or that do not comply with the returns criteria detailed above.
Damaged, Defective Or Incorrect Items:
On rare occasions, mistakes can be made in picking and packing your order or sometimes defective items from our suppliers slip through. In such circumstances we want to make it as easy as possible for you to receive replacement goods or a refund.
You should inspect all deliveries from us as soon as possible after receipt to ensure that the items delivered have been received in the correct quantities in your order and are not damaged or defective. You must notify us of any issues with your order within 7 days of receipt.
Within 28 days of receipt you can return for exchange or refund.
- Items damaged in transit
- Defective items
- Items that you did not order, which have been shipped incorrectly
Please note we will only accept returns of items that have been opened if they are damaged or defective, except items that have to be tried for fit.
Many of the products listed on our website benefit from a manufacturer’s warranty, the details of which may be included with your delivery. Please keep all the warranty information, and proof of purchase, as this may be needed should a fault develop after delivery. If an item becomes defective after 28 days, you should contact us using the returns procedure above.
Please note all items will be inspected on their return. If an item returned is found not to be damaged or defective or sent in error by us; you will be responsible for the postage charges and the costs of any other services provided to you in connection with your purchase.
Who Pays For Postage Of Returned Items?
You are responsible for the shipment of returns back to us. If an item returned is not defective or sent in error by us, you will be responsible for the postage charges and the costs of any other services provided to you in connection with your purchase.
If you are returning an item because of an error on our part or because it is damaged or defective we will happily refund the postage costs incurred in sending the item to us subject to certain conditions outlined below:
- Returns within the UK - Postage refunds will be made for returned items sent by Royal Mail 1st or 2nd class post only.
- Returns from outside the UK - Postage refunds will be made for returned items sent using a standard international service from your national postal organisation. This would be USPS in the United States and Australia Post in Australia.
We are unable to refund postage costs for damaged and defective items if you use a premium/expedited service, such as FedEx, UPS or DHL.
Any items returned to us are your responsibility until they reach our premises. Please ensure you package your return to prevent any damage to the items or boxes. We recommend you use a postal service that insures you for the value of the goods you are returning. In the event of loss on the way back to us.
Delivery of exchange items:
If items are returned for an exchange due to change of size/colour a further postage and package charge may be made. We will advise you of postage options prior to dispatch.
If we have the item in stock you wish to exchange for, we will ship your exchange item when we have received and inspected your returned item. If the item is not in stock, we will provide an estimate of when it will be available.
Once we have inspected your returned items then if you need a refund, this will be made in the same way as the original payment method.
Duty On Returned Items:
If you are returning items to us that have been subject to import duty you should be able to claim a refund for any duties you have paid by contacting your local customs authority and providing them with proof of the original duty paid and proof of the export back to us, such as a certificate of posting. Please contact your local customs authority for further advice.