Returns, refunds & claims

We want you to be happy with every order. If something isn’t right, we’ll make it right.

When you can claim a replacement or refund

You can make a claim if your item:

• arrived damaged or defective;
• is not the item you ordered (wrong product, size, colour or quantity);
• is significantly different from its description or photos; or
• was lost in delivery.

Items that have been used, washed, or damaged after delivery cannot be returned unless they are faulty.

How to make a claim

1. Contact us within 3 days of delivery.
2. Send your order number and clear proof: photos or an unboxing video showing the issue, the item, and the packaging and label.
3. We will assess your claim and reply within 2 working days. We may ask for more information.

Our Report a problem page has a step-by-step checklist. Filming the parcel being opened is the easiest way to give us the proof we need. Please keep the packaging until the claim is resolved.

What happens next

If your claim is valid, we will either:

• send a replacement, where stock allows, or
• give you a refund.

For damage or loss in transit we deal with the courier ourselves, so you will not be left out of pocket as long as you can provide valid proof.

Refunds

Because most orders are paid by Cash on Delivery, we will agree the best way to refund you when your claim is approved, and let you know how long it will take.

Return shipping

If the problem was ours or the courier’s (damaged, wrong, defective or lost), we cover the cost of getting the item back to us.

Cancellations

You can cancel an order free of charge before it is dispatched. Contact us as soon as possible and we will do our best to stop it.

Need to start a claim? Contact us. See also our Shipping & delivery policy.