Legal
Returns & refunds
We want you to be happy with your order from . This policy sets out your legal rights and how to return an item.
1. Right to cancel — 14 days
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods, with no reason needed.
- Tell us you want to cancel within those 14 days by emailing .
- You then have a further 14 days to send the items back.
- We refund you within 14 days of receiving the goods back, or of your proof that you have sent them.
2. Refunds
Your refund includes the item price and the standard delivery cost you originally paid. If you chose a premium or express delivery upgrade, we refund the standard rate. Refunds go back to your original payment method, and we do not charge restocking fees on standard cancellations.
3. Return postage
- Change-of-mind returns: you pay the cost of return postage.
- Faulty or wrong items: we always cover return postage.
4. Condition of returned items
You can inspect items as you would in a shop. If an item’s value is reduced through handling beyond what is necessary to check it, we may deduct that amount from your refund.
5. Exceptions to the 14-day cancellation right
The right to cancel does not apply to personalised or custom-made items, sealed hygiene products once unsealed, sealed audio, video or software once unsealed, or perishable goods.
6. Faulty, damaged or misdescribed goods
Separately from the above, under the Consumer Rights Act 2015 you have the right to:
- Reject faulty goods for a full refund within 30 days of delivery.
- After 30 days, and up to 6 months, request a repair or replacement; if that fails, a refund.
This applies even to items normally excluded from change-of-mind returns, and we pay return postage for faulty goods.
7. How to return an item
- Contact us at with your order number.
- We confirm the return address and any instructions.
- Package the item securely and send it to the address we give you.
- Keep your proof of postage.
8. Contact
Questions about returns? Email , call , or write to us at . We aim to reply within 2 working days.