Help
Returns and refunds
If something is not right, we would rather fix it than keep the sale. This page sets out exactly what you are entitled to and what we need from you.
Returns at a glance
- Return window
- 30 days from delivery to tell us you want to return something.
- Condition
- Unused, complete and in its original packaging where possible.
- Return shipping
- Paid by you, unless the item is faulty or not what you ordered.
- Refunds
- Issued to the original payment method once the item is inspected.
How to start a return
- Send a message through the contact form with “Returns” as the reason, quoting your order number.
- Tell us which item you are returning and why. Photographs help if the item is faulty or damaged.
- We reply with the return address and, where the return is our fault, a prepaid label or the return postage refunded.
- Send the item back and keep your proof of postage until the refund lands.
Please do not send anything back before you have heard from us — an unannounced parcel is much harder to match to an order, which delays your refund.
The 30-day window
You have 30 days from the day your order is delivered to tell us you want to return it. Once we have acknowledged the return, you then have a further 14 days to post the item back.
Condition of returned items
Items should come back unused, complete with any accessories, and in their original packaging where you still have it. You are welcome to open a box and inspect what is inside — that is not “used” — but an item that has been put into service, damaged after delivery, or is missing parts may be refunded in part rather than in full.
What cannot be returned
- Personal care and skincare products where the seal has been broken, for hygiene reasons.
- Items made or sourced specifically to your specification through a sourcing request, unless they are faulty or not what was agreed.
- Anything reported outside the 30-day window, other than a fault covered by a manufacturer warranty.
None of this affects your statutory rights if an item is faulty, misdescribed or not fit for purpose.
Faulty, damaged or wrong items
If we sent the wrong item, or it arrived faulty or damaged, we cover the return shipping and you choose a replacement or a full refund. Contact us with photographs and we will arrange it — there is no restocking fee and no argument.
Refunds
Refunds are issued to the original payment method once we have received and inspected the item, normally within three business days of it arriving with us. How long it then takes to appear on your statement depends on your bank or card issuer.
The original shipping charge is refunded when the return is our fault. For a change of mind, the outbound shipping is not refunded and the return postage is yours.
Cancelling an order
If an order has not yet been dispatched, we can usually cancel it outright for a full refund. Contact us as soon as possible with your order number — once a parcel is with the carrier it has to be handled as a return.
Wholesale and bulk orders
Bulk and sourcing orders are covered by the terms set out in their written quote rather than by this policy, because quantities, production and freight are agreed per order. See wholesale for how those enquiries work.