Shipping, Returns & Refunds
*Coronavirus (COVID-19) Update*
*Although we always try to ensure that our shipping ETA's are as accurate as possible, due to the current Coronavirus situation, our logistics partners have warned of potential delays to some deliveries.
If you have been waiting for over 7 days for your order, please get in touch with our customer support team at firstname.lastname@example.org and we will look into your shipment in more detail.*
HOW RETURN OR EXCHANGE A PRODUCT
1) If you would like to return your order, or get an exchange, you will need to complete this form. Please print off the form and complete the information accurately. Put the form inside the parcel and return your order to the address at the bottom of the form. If you don’t have access to a printer, please replicate the form by hand on a piece of paper. This is critical to ensure your return/exchange can be processed correctly.
2) Ensure the parcel is packaged up securely with the item(s) in original condition with all original tags (including the completed form). Please return within 14 days of receiving your order (we recommend you use a signed for delivery with proof of postage).
3) If you would like a refund, as the payment agent we will process this directly to your payment card in no more than 14 days after receiving the item(s) back.
4) If you would like an exchange, we will process this and post the new item(s) to you no more than 14 days after receiving the item(s) back.
For all of our products, you have 28 days to notify us if you wish to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you received the goods you have ordered.
Please Note: The customer is liable for the postage costs to return a product and is not entitled to a refund on the initial postage cost incurred (if applicable) to deliver the item.
FAULTY / DAMAGED ITEMS
We try to make sure every item reaches its recipient in perfect condition. If this, unfortunately, is not the case and the item is damaged or faulty we will either offer a replacement or refund.
Please Note: The customer will not be liable for postage costs for faulty or damaged items.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check with your bank to see if the refund is currently pending as it may take up to 7–10 working days before your refund is officially processed.
If you have done this and you still have not received your refund yet, please contact us at email@example.com and we would be more than happy to assist. Alternatively, please call us on +44 (0) 7785 607832.