Although rare, we do understand that sometimes we can all change our minds or things do go wrong for some reason but we always aim to put them right, and fast.
If, for any reason at all, you wish to cancel your order and return your purchase to us, you can do so within 14 days of receiving the item and we will issue a full and immediate refund once we have received the returned products. Please note that the items must not be used and must be returned in it’s original packaging. If the item has been removed from it’s wrapper we regret due to health and safety reasons we will be unable to offer a refund or replacement. Once we receive your return request, we can allow up to 14 days for you to return the item to us, and we strongly recommend you return any items using a “tracked” and/or insured method of postage as items lost in the post will remain your responsibility until we receive them.
If you are requesting to return an item or receive a refund, we will require you to Contact Us with the reason for the return and to confirm we are within the timeframe required. Alternatively, you may reply to any emails you have received from us with the return request.
Items that have not been requested for return or refund after the 14 day period may be refused, but again we understand sometimes it’s not always possible to return an item within this timeframe, and as such we will endeavour to accommodate any reasonable request for a return or refund and always aim to achieve 100% customer satisfaction.
For claims of non delivery within the UK, we always request that a period of at least 10 working days have elapsed from the estimated time of expected delivery, for most orders this means 13 working days. This is because Royal Mail and other private couriers always specify in their terms of delivery that it may take this long to complete delivery, particularly at busier times of the year or during public/local holidays or where normal day to day business if affected. Similarly, international postings can take up to 3-4 weeks during busy periods (longer for economy postings) and we will not be able to accept any claim for non delivery before this time has expired.
Should a claim for non delivery be raised, we will raise a lost/stolen claim with Royal Mail/courier and we are obligated to pass on your details as part of their investigation process.
All of our mail is processed by our local sorting office for dispatch and we obtain certificates of postage, and our tracking indicates when an item has been delivered, not whereabouts the item is therefore we are unable to offer any updates regarding an items whereabouts until we receive confirmation of delivery from Royal Mail.