Order hasn't arrived?
The quickest way to resolve a missing parcel is to email us. We know it's frustrating when deliveries get delayed or lost, but it does happen and we are happy to help resolve any issues. For UK orders please wait ten working days before contacting us about a lost parcel. For International orders please wait 20 working days.
Damaged or faulty item?
If your order is damaged or faulty when received please email firstname.lastname@example.org in the first instance quoting your order number and include where possible a picture of the damaged item. We will then ship a new item to you or process a refund. A new item will be shipped in the same way as your original order and the same estimated delivery times will re-apply. No postage charges will apply for replacing a faulty product. If you send us a picture of the faulty item there will be no need to return this to us. If we no longer have the item you ordered you will be able to choose from another item of the same value or a full refund.
Simply changed your mind?
If you change your mind on your order please email email@example.com in the first instance quoting your order number explaining that you want a refund. Please send the item back to the address we supply - postage will be at your own cost and we advise you get a certificate of postage from your local post office as proof of posting. If your item goes missing on its way back to us we will not be able to issue a refund without a proof of posting.
You must advise us if you want to return the item if unwanted within 14 days of receiving it and the product must be in it's original packaging. You then have 14 days to return it to us, from when you told us.
Once we have received your items you will be refunded within 7 working days and you will be notified on email the status of your refund, or you can check this by logging into your account. Money is usually back in your account straight away but can take up to 5 working days to be refunded from the system. Refunds are sent back to your original payment method. We do not refund postage costs when you are returning an item you have changed your mind on. This is in line with the Consumer Contract Regulation.
The quickest way to resolve any queries about returns or damaged items is via email - we aim to respond within 24 hours (excluding weekends and bank holidays).
Want to cancel your order before it's shipped?
If you wish to cancel your order, you can do by either emailing us with your order number to firstname.lastname@example.org or clicking through the link you received when you placed your order. Please note sometimes items are dispatched very soon after an order is placed so sometimes this won't always be possible. If you created an account you can login and cancel your order up to the point of dispatch. Again please allow 3-5 working days for the refund from your cancelled order to show up again in your account.