Returns, Exchanges and Cancellations
We are sorry to hear something wasn't right with your order — but we're here to help and will sort it out for you.
The basics of returning an order
- You have 14 days from the date of receipt to return a product, as long as it's in the same condition as when it arrived. Under the Consumer Contracts Regulations 2013, you also have the right to cancel your order within 14 days of receiving it.
- We'll refund your purchase amount straight away.
- We can arrange collection of your return by agreement. Please note that any collection costs will be deducted from your refund.
Questions & Answers
How do I register my return?
Please register your return within 14 days of purchase using the form on our contact page.
Please note: do not send your return directly to our office address without first following the instructions you receive by email, so that your parcel arrives safely at our warehouse.
How do I send my product back?
You can return the product to our warehouse. Just make sure you've completed the returns form first — once you've submitted it, we'll send you clear instructions on how to send the product back.
Is returning an item free of charge?
Returns are not always free of charge. For more information, please contact our customer service team.
Did we deliver the wrong product?
In that case, returning or exchanging the item is free of charge.
Did you accidentally order the wrong product?
In that case, both the shipping costs for the delivery and the shipping costs for the return are at your expense. The return costs depend on the product you have ordered.
What if I exchange my product for a cheaper or more expensive one?
A more expensive product
Would you like to exchange for a more expensive product? Please contact our customer service team. We will send you a payment link for the difference and process the exchange.
A cheaper product
We will refund the price difference directly to your bank account and process the exchange.
Cancelling an order
To cancel your order, please contact our customer service team as soon as possible after placing it. The sooner we know, the sooner we can stop the order from being processed.
