Returns & Refunds Policy

• We do not offer exchanges. If you’d like to exchange an item, please place a new order and return the original item for a refund.
• To start a return, please contact our customer service team for a Returns Authorisation Number (RAN). This helps us process your return efficiently and avoid any delays.
• Important: Please do not send your items back without authorisation, as they will be refused.
• We reserve the right to deny returns in cases of repeated purchasing and returning of items. Charges may also apply in such cases to cover return-related expenses.

Under the Consumer Contracts Regulations, you have the right to cancel your order from the moment you place your order and ends 14 days from the day you receive your goods. 

If you wish to cancel a purchase not due to defect, discrepancy or misdescription, you will be responsible for return postage costs. This will usually be deducted from your purchase refund. 

Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and within 14 days of your receiving your order. 

We reserve the right to withhold refunds until goods are returned (or evidence of return is provided) and reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.

In instances of repeated purchases and returns, we reserve the right to levy charges expressly intended to offset the expenses associated with the return of goods. Furthermore, we reserve the right to impose charges to cover outbound shipping costs in cases where there is persistent abuse of our complimentary shipping offer.

If you paid for your item through a Buy Now Pay Later provider:

You’ll need to let your Buy Now Pay Later provider know you’re returning something. This is so they can stop further payments being taken from your account. Check your provider’s website for their process of dealing with returns.

If you’ve received a faulty, damaged, or defective item, please:

1. Contact Us: Reach out to our customer service team to request a Returns Authorisation Number (RAN).
2. Return the Item: Once your return is authorised, use the link to our returns portal to send the faulty item back to us.
3. Refund or Replacement: After we receive and inspect the returned item, we will process either a refund or replacement.

In cases of extensive damage, we may be able to offer a refund or replacement based on photographic evidence or further investigation. We’ll assess each situation to find the best solution for you.

If you wish to cancel an order not related to a defect or misdescription:

• You are responsible for return shipping costs.
• Original shipping charges are non-refundable.
• To be eligible for a refund, the item must be unused, unopened, and in re-saleable condition, within 14 days of receiving it.

If your order includes a free gift, please return it with the purchased item. If the free gift is not returned, we reserve the right to deduct the value of the free gift from your refund.

If your order arrives damaged, is missing, stolen, or marked as delivered but has not been received, please notify us within 3 days of the expected delivery date.

For items damaged in transit:
Please provide photographic evidence of the damage where possible. If photo evidence cannot be provided, we may ask for the item to be returned to us for inspection.

Refunds or replacements for damaged, items will only be processed once an internal review has been completed usually within 5 days.

For missing, lost, stolen or marked as delivered but has not been received:
We will open an investigation with the courier and may ask you to complete our Non-Receipt Form and provide any supporting information. The investigation may include reviewing GPS data, delivery scans, and photographic proof of delivery where available.

Please note that courier compensation claims can only be submitted 7 days after the expected delivery date, so we appreciate your patience during this period.

If the parcel cannot be located following the investigation, we will offer a replacement or refund where appropriate.

Refunds or replacements for damaged, missing, or lost items will only be processed once the investigation has been completed.

A) If an order is returned due to an incorrect address, customs issues, or any other delivery problem not caused by us, a refund will be issued only once the parcel is received back at our facility.

B) Refunds apply to the products only.

• If the order qualified for free shipping, a return shipping fee of £3.99 will be deducted from the refund to cover the shipping costs incurred by us.

• If you paid for shipping, these costs are non-refundable

C) We do not reship returned parcels. If you still wish to receive the items, a new order must be placed with the correct shipping details.

If there’s an error in your shipping details or an issue with the delivery (e.g., wrong address, refused package), we cannot issue a refund or replacement for lost or damaged items resulting from these errors.

Please note that the delivery address provided at the time of placing your order is directly copied to our shipper. Therefore, it’s essential to double-check your shipping details before completing your order to avoid any issues.

Non-faulty Returns: Refunds for non-faulty returns will be processed within 14 business days of receiving the returned item. Delivery charges are non-refundable for non-faulty returns.

Faulty Returns: Refunds for faulty products will be full refunds, including delivery fees, once the returned item has been received and processed.

Refunds will be made to the original payment method and may take up to 1 week to show in your account, depending on your payment provider.

Refunds are always issued in the same currency that was used for the original purchase (e.g., GBP). Because exchange rates fluctuate, the refunded amount may differ slightly from the original payment amount due to the difference in conversion rates.

Please ensure that the items are returned in suitable packaging to avoid damage in transit. We recommend taking a photograph of the item before returning it, especially if you are concerned about damage during transit. If the item is returned in an unsatisfactory condition (e.g., if it has been damaged or used beyond what is reasonable), we reserve the right to deduct a portion of your refund.