Returns and refunds
We’re proud of the quality of our products and service, and want you to be happy to shop with us. If something isn’t right, we’ll do our best to rectify it as efficiently as possible.
Below are our policies on the following:
RETURNS AND REFUNDS
CANCELLING AN ORDER
FAULTY OR DAMAGED ITEMS
Please contact us – before, during or after purchasing from us - if you have any questions or concerns about these policies.
RETURNS AND REFUNDS
We hope that you are pleased with your order. However, we know that that sometimes sizes or colours might not be quite right, so if you do need to return an item, we are happy to offer a refund. We ask that non-sale items are returned to us within 28 days of receipt in perfect saleable condition (i.e. clean, unused, unaltered, have not been washed, with original packaging, and with no pet or human hair). For sale items, we ask that you return them to us within 14 days. Again, we need to receive them in perfect saleable condition as described above.
If you need to return an item, please notify us by email within 72 hours of receipt. Please include your order number and the reason for the return. We will then send you a return form and address label. These will be sent to you via email, and will need to be printed. However, if you prefer to receive them in the post, we are happy to do that instead.
Please complete the return form with the details of the item(s) you are returning. Do make sure your item is securely packed, and attach the address label to your parcel. We strongly recommend that you use a “Signed For” means of postage as we are responsible only for your parcel once it has been received at our end.
Unless an item is faulty or damaged, or you have received the wrong item, we can’t refund to you the original delivery charges relating to the order. The cost of posting a return to us must therefore be paid by you. Once your return is received and assessed, we will send you an email to notify you that we have received your returned item.
If your return is received by us in a condition that is not new and resaleable, or it has been handled in a manner beyond what is reasonably necessary to establish its nature, characteristics and function, we will deduct a suitable amount from the value of the item before refunding. If your refund is approved, we will refund you within 14 days after we receive your return. Your refund will be made using your original payment method. Sorry - we cannot refund to another method of payment. Please note that it can take up to 10 days - depending on your card issuer - for the refund to show on your account.
Our returns policy lasts 28 days. If 28 days have gone by since your purchase, we're sorry - we can’t offer you a refund nor exchange.
CANCELLING AN ORDER
Your right to return an order is without prejudice to your statutory right of cancellation. Details of how to cancel an order are here.
We will replace items only if they are faulty, damaged or have been sent in error. If you would like an exchange for another reason, please place a new order and return the unwanted item for a refund. Please refer to the section above for details on how to arrange a return.
IS YOUR ITEM FAULTY OR DAMAGED? OR HAVE YOU BEEN SENT THE WRONG ITEM?
(Please inspect your goods at the time of delivery. Damaged goods should be signed for as damaged.)
We’re sorry if you have received a damaged or faulty item, or been sent the wrong item. If this happens, please let us know by email within 48 hours of receipt.
We would be grateful if you could include in your email photographs clearly showing any damage. We will send you a return form, address label and return instructions. The return form and address label will be sent to you via email, and will need to be printed. However, if you prefer to receive them in the post, we are happy to do that instead. Please complete the return form with the details of the item(s) you are returning. Do make sure your item is securely packed, and attach the address label to your parcel. Return the parcel according to the instructions we provide. When we receive your item, we will assess it and refund you the cost of return postage and either the full cost or a pro rata partial cost if you have had the product for any length of time. Please note that fair wear and tear, misuse or abuse cannot be classed as faults and we will be unable to refund for those reasons.
Please inspect your goods at the time of delivery. Damaged goods should be signed for as damaged.