We understand, sometimes your order just isn’t right for you and you’d like to return it. Providing the item is in its original condition with original packing you can return your item within 28 days of receiving it.
How do I return my item?
Items must be logged on our Returns Portal within 14 days from the date you receive your order. Items must be returned in original packaging and unused, you have up to 28 days to return the item(s)
As a small company we are sadly unable to cover the cost of returns shipping and processing at this time – we ask you to arrange your own returns postage to our warehouse. £2.50 will be deducted from your refund as an administration fee. This price is a fixed administrative charge per parcel regardless of number of items or parcel weight. This charge is per parcel and not per item returned. Thank you for your understanding.
For your protection we ask you to obtain a tracking number and proof of postage which you should retain until you’ve received your refund as we cannot be held responsible for returned items that are misplaced in transit.
My item is faulty :
Oh no! We’re sorry to hear this. If you receive a faulty item please return it back to us within 28 days of order dispatch. Please get in touch with us at firstname.lastname@example.org before returning so we can investigate this as priority.
I haven’t received a returns note or any returns labels what should I do?
Reducing our impact on the environment is our top priority, to reduce waste we don’t send paper copies of returns notes or labels. If you would like to return and item visit our returns portal.
How long does it take to get a refund?
Once we have received your parcel back at our warehouse your refund will be processed within 28 days. We will email you confirmation and a refund will be issued back to your original method of payment. If any item isn’t returned in the condition outlined in our refund policy a member of our team will contact you to discuss your options.
Can I exchange an item?
At present we’re unable to offer exchanges upon receiving your return, we’re sorry to disappoint! We’ll make every effort to quickly process your return and refund you back to your original method of payment. In the meantime, you’re more than welcome to place another order with us to receive another item.
Can I cancel or change my order?
We like to get your order out to you quickly so unfortunately we can’t make changes or cancel an order once it has been placed. This includes changes to items or address information. If you wish to return an item, you have 28 days from the date of dispatch to send it back to us.
If you have entered information incorrectly or for Preorder items please contact email@example.com where we will do our best to assist you.
Can I Return an item if it is marked?
We will not accept any returns that have marks or make-up on, if you receive your item in this state please contact firstname.lastname@example.org with images of your item and the mark.
What about after 14 days?
We don’t accept returns for unwanted items after the relevant returns period above.
What happens if my order is lost, can I receive a refund?
In the unlikely event that you do not receive your order, we will process an investigation with the courier. Please note it can take up to 2 weeks for this to be investigated and you will need to wait for the outcome. If it is confirmed that the order was delivered we will not be able to offer a refund. However, if the investigation shows the order has been lost, we will offer you a re-order (stock dependent) or refund.
One of my items is on preorder, will my order still be shipped?
If an order is placed and the item is on preorder please be advised that your whole order won’t be shipped until the preordered item comes into stock.
Have you received my refund?
We will notify you by email once your item has been received at our warehouse, please allow us 28 days to process your refund and have this clear back into your account. Thank you for your patience.