Christmas 2023 - Extended Returns & Opening Hours
If you need to return an item to us for exchange or refund, please print off the RETURNS FORM, complete it in full and return it to us with your goods. Alternatively, you can write all the information on a sheet of paper or enclose a letter instead if you wish.RETURNS FORM
PLEASE NOTE: that you need to EITHER:
A): Simply return the goods you wish to cancel within 14 days (starting the day after you receive the order) along with either the returns form or a letter, and this will serve to notify us of your intent to return and get the goods back to us at the same time.
B): Notify us of your intention to return the goods within 14 days (starting the day after you receive the order) by email or telephone, and then return the goods within 14 days of the date of notifying us (at your expense).
From 1st November to 15th January, click here to view our extended Christmas returns policy.
PLEASE NOTE: that goods must be returned to us in the same condition as sent out to you, and also make sure to include any free gifts or promotions received with the goods you are returning. Return postage costs are at your expense, and you are responsible for the goods until they are restored to us. This means that you need to take good care of them whilst with you and during return shipping so that they arrive back with us unsoiled, as new and completely unused. Goods returned outside of this return window (but within 30 days) will be issued a store credit voucher. Items returned without authorisation after 30 days (or after the stated returns period with defaced/damaged packaging) will not be accepted and will be returned to you at your own expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we are unable to compensate for lost or damaged parcels as the return shipping is your responsibility Once the order has been safely returned to us, we will refund your original payment method as soon as possible (please note this can take upto 30 days but is normally within 7 days). The following items are non returnable: Any specially ordered, altered or personalised goods.
If you feel that a product is faulty, please stop using it immediately and contact us with your concern. If you continue to use the product after discovering a fault, it will be deemed that you have accepted the goods in their damaged condition. Please follow the same returns procedure as above, but do not return the item to us until we have contacted you about it. We will either ask you to send the item back to us or arrange for the item to be collected (at our discretion) If sending the goods back yourself please ensure that the item is adequately insured as we are unable to compensate for lost or damaged parcels. If on inspection we find the goods to be defective, we will refund the purchase cost of the goods and postage to you. We reserve the right to seek the opinion of the manufacturer of the goods or another knowledgeable party, prior to a decision being met if it is not clear that the goods are faulty or have been damaged due to misuse or neglect. It may take up to 28 days to process your return, but we will do our best to rectify the matter as quickly as possible. If the goods are found to be perfect and in full working order, or have been damaged as a result of misuse or neglect, then you would be liable for any costs we have incurred and the cost of returning the item to you.
PLEASE NOTE: Goods returned under complaint will not be processed unless they are clean and dry due to the health and safety at work act 1972. If goods arrive in this state, then you will be liable for the costs to return the item to you for cleaning before any further action can be taken.
Please see DELIVERY INFOMATION.RETURNS FORM