Our Returns Policy
Returns are not accepted. All items are checked before dispatch and packaged in our bespoke protective packaging to ensure it arrives in pristine condition. We only accept returns if the item is damaged in transit or faulty, in which case we would take the item back and a straight like for like replacement would be issued. For items ordered by mistake or for change of mind or similar, no refunds will be issued. The item is exactly as described and quality checked before dispatch.
When purchasing please be clear that no refunds under any circumstance will be issued, unless the item is faulty or arrives damaged. We have had to implement these strict rules to protect our business, due to receiving excessive return requests from buyers purchasing products by mistake or changing their mind, incurring unfair costs that our business cannot sustain.
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. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with 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.
You can contact us by e-mail at email@example.com. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How Do I Report A Fault With My Product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us by e-mail at firstname.lastname@example.org. Please provide details of the fault and where possible attach pictures to your message.
How Do I Arrange A Return?
Please contact our Customer Service team to arrange your return at email@example.com.
We will need to know your order number, the item you want to return and the reason for 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 your returns information is included inside.
You will need to obtain a proof of postage receipt when you send 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
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.