Returns

Please contact us first

Before sending anything back, please email us with your order number and tell us what the problem is. We will confirm what to do and what to expect. This saves time for both of us and helps us deal with your return properly when it arrives.

If something is faulty, damaged, incorrect or not as described

If there is something wrong with what we sent, contact us and we will put it right.

We may ask for photographs and a short description so we can understand the problem and, where relevant, take it up with the carrier.

Where the problem is our responsibility, we pay the cost of returning the goods or arrange collection. You will not be out of pocket for a mistake of ours.

If you are buying as a consumer, you have legal rights when goods are faulty or not as described. Depending on the circumstances, these may include a 30-day short-term right to reject faulty goods, as well as rights to repair, replacement or other remedies. These rights apply in addition to anything on this page, and nothing here reduces them.

Your legal right to cancel (consumers ordering online)

If you are a consumer buying online, you normally have a legal right to change your mind and cancel your order, for any reason, within 14 days of receiving the goods. You then have a further 14 days to send them back to us.

Where that right applies:

• we refund the price you paid for the goods, together with the standard delivery charge you paid on the original order;
• we make the refund within 14 days of receiving the goods back, or of you showing us that you have sent them, whichever is sooner;
• you pay the cost of returning the goods to us;
• you may handle the goods as you reasonably would in a shop. If they are reduced in value because they have been handled more than that, we may need to discuss a reduction in your refund with you before we process it.

This is your legal right and it applies on its own terms, including where goods have been opened or handled, whatever our voluntary policy below says.

Our 15-day change-of-mind policy

On top of your legal rights, we offer a voluntary change-of-mind policy.

• You can ask to return an item for any reason within 15 days of receiving it.
• Please contact us first.
• The goods should be unused and in resaleable condition, in their original packaging where possible.
• You pay the return postage.

This is something we offer in addition to your legal rights. It does not replace or reduce them. If your legal right to cancel applies to your order, you can rely on that instead, on the terms set out above.

How refunds are paid

Refunds go back to the original payment method, which is the card used to pay for the order. We cannot refund to a different card or by another method.

If only part of your order is involved, or if any adjustment applies, please contact us. We will agree the exact amount with you and confirm it before we process anything, so there are no surprises on your statement.

Exchanges

We do not run an automated exchange process. Normally the simplest route is a refund followed by a new order.

If a different arrangement would suit you better, contact us and we will see what we can do.

Business customers

If you are buying as a business rather than as a consumer, the consumer cancellation right described above does not apply to you. Goods must still match their description and be of satisfactory quality, and we will deal with any genuine problem fairly. Please contact us and we will agree how to resolve it.

How to contact us about a return

Email us with your order number, what you would like to do, and any photographs that help. We aim to reply within one working day (Monday to Saturday, excluding UK bank holidays).