If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund upon receipt and examination. Delivery charges are non-refundable. All returned items must be in a resellable condition (unless faulty). Please return items to:
136 Hertford Road
Faulty or Wrong Item
If the item you received is faulty or is not what you originally ordered, please e-mail email@example.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Please allow 2 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your order confirmation email was sent). After receiving the return confirmation email, please allow a further 4-7 working days for the refund to be credited to your account.
This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we may send a cheque to your billing address.
Part of your order is missing
Regrettably mistakes can happen. If you have received your order and an item is missing, please email firstname.lastname@example.org quoting your order number and the missing item, and we will investigate the matter further. The item may have been out of stock, which if this has happened, will be refunded and you will receive an email confirming this.
If you are returning a non-faulty item to us for a refund, then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty or is not what you originally ordered, please e-mail email@example.com quoting your order number, your name and address, details of the product, and details of the fault/mistake. We will then advise on how to proceed with the return.
Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
If you wish to exchange an item please email firstname.lastname@example.org quoting your name, order number, address, and reason for exchange. All returned items must still have complete packaging, attached labels and be in a resellable condition.
When exchanging items we do not cover the return postage costs. The item becomes our responsibility upon receipt at our warehouse.
Once the exchange details have been confirmed please allow 2-3 working days for this to be processed. Once processed your item will be shipped via our standard delivery service.