If you’re shopping with us online or over the telephone, then you’ll be pleased to hear that you are covered by the Consumer Contract Regulations. These have been established to make sure you have an opportunity to cancel your order if the goods aren’t what you expected. After all, we all make mistakes from time to time.
Items must be in brand new condition and show no signs of wear with all original packaging, tags and labels still attached. Original boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging or in a re-saleable condition will not be accepted.
You may return unopened or faulty, defective items within 14 days of delivery for refund/replacement. Please contact us with your order number if you wish to return any products on email@example.com.
Once we receive your product, we can then begin to process your refund. Please be aware that we are unable to refund shipping costs as we are unable to claim back the costs we incur as a result of shipping.
UK ONLY: This does not affect your statutory rights – so you may still return sale items for a refund under the Distance Selling Regulation, which requires that you provide us written notification of cancellation within 14 days of delivery.
INTERNATIONAL: Please clearly state on the package and customs form ‘GB RETURNED MERCHANDISE’ to ensure no additional charges are incurred. Failure to do so will result in the additional charges being deducted from the refund amount.
These regulations don’t apply to anything that has been personalised or to intimate, perishable or time-critical goods.
The parcel should contain:
- The item(s) you purchased that you wish to return in their original condition.
- Your original invoice and a note clearly stating which item(s) you are returning and the reasons why you are returning the goods.
- You will need to pay for the postage but we will refund the reasonable delivery charge if we have made an error in our dispatch or if the item received is faulty or unfit for purpose, unless you have decided to keep part of the received order. We will also refund your delivery charge if you are an EU customer cancelling within 7 days of receiving your order under the Distance Selling Regulations.
We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting. Please allow at least seven days for your goods to reach us.
Please allow 28 days to receive your refund.
If you need advice on returning by post, please contact our customer services team via e-mail at firstname.lastname@example.org.