Returns & refunds
If something is not right with your order, we want to fix it.
Damaged, faulty or incorrect items
Please contact us within 14 days of delivery where possible so we can resolve the issue quickly. This reporting period does not limit any statutory rights you may have in relation to faulty, damaged, misdescribed or non-conforming goods.
Orders that do not arrive
If your tracking has not updated or your parcel has not arrived within the estimated delivery window plus 10 business days, get in touch. We will investigate with the carrier and, where the parcel is confirmed lost, resend the order or refund it in full.
Change of mind
Where you have a statutory right to cancel or withdraw from a distance purchase, that right applies in full and takes precedence over our voluntary returns policy. For example, consumers in the EU and UK generally have 14 days after receiving eligible goods to notify us that they wish to withdraw from the purchase. They then generally have a further 14 days to return the goods. Where a statutory withdrawal right applies, we will refund the amounts required by applicable law, including the least-expensive standard outbound delivery charge where required. We may withhold reimbursement until the returned goods are received or you provide evidence that they have been sent back, where permitted by law. For voluntary change-of-mind returns outside a statutory cancellation right, we accept returns within 14 days of delivery for unused items returned in their original condition and packaging. For voluntary returns, return postage is paid by the customer and the original delivery charge is not refunded, except where applicable law requires otherwise.
Items we cannot accept back
Where permitted by applicable law, sealed goods that are not suitable for return for health-protection or hygiene reasons may not be eligible for a change-of-mind return once they have been unsealed. Other statutory exceptions to cancellation or return rights may apply depending on the product and your jurisdiction. This does not affect your rights where an item is faulty, damaged, misdescribed or otherwise non-conforming.
How to start a return
Use our contact form with your order number and a short description of your request or the problem with the item. Please contact us before sending an item back so that we can provide the correct return instructions and return address. The applicable return address may differ from our legal postal address and may vary depending on the product and destination. Requesting return instructions helps us route your return correctly, but it does not make any statutory cancellation or return right conditional on our prior approval. For voluntary or statutory change-of-mind returns, the customer is responsible for direct return postage where permitted by applicable law and where this was disclosed before purchase. We aim to respond to return requests within two business days.
Refunds
Once a refund is approved, we will issue it promptly and within any deadline required by applicable law. After we submit the refund to the original payment method, your bank or card issuer will typically display it within 5–10 business days.
Statutory cancellation form
Where applicable law gives you a statutory right to withdraw from your purchase, you may notify us using our cancellation form or by sending us any other clear statement that you wish to cancel. Use of the cancellation form is optional.