SHIPPING & RETURNS
We aim to dispatch orders within 2-3 working days of cleared payment, and ship via Royal Mail Standard Delivery. Most orders arrive within one week. We cannot accept any responsibility for delays in transit that are outside of our control, although we will make every reasonable effort to ensure products are received in a timely manner.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on the 27th September 2018.
It is important that you check the item(s) in your order upon receipt and always before use. Should any issues arise, please contact our Customer Service team immediately.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement in writing.
Please ensure that the items you are returning are unopened and in their original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, excluding the cost of delivery.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will, however, have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item, and know that we will do our utmost to resolve your query with speed, ease and absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you, as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, but instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
A member of our team will review the details and offer you the best resolution. We may require further information in some cases, including pictures, to enable us to select the best course of action.
How do I report a fault with my product?
Please accept our apologies if you believe your item is faulty. We take all complaints regarding the quality of our products very seriously and will always investigate the reported fault in more detail.
In order to do this we ask that you contact our Customer Service team via the contact form, providing as much detail as possible.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for its return. Upon receipt of these details we will provide you with all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you return your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- if we sent you the wrong item
- if the item is damaged or faulty
- where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you. Again, we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Our aim is to resolve the matter for you as quickly as possible, so if you are not satisfied with the way we have handled the return or replacement of any item, we want to hear about it. You can contact our Customer Service team at any time via the contact form.