Updated 2026-11-08
Start with us
Use our Contact us page with your order number and the item concerned. We will explain the available resolution and, where needed, provide the correct return instructions. Do not send parcels to the sender address on the package unless we confirm it is the correct return destination. Contacting us for instructions does not prevent you from giving a valid statutory withdrawal notice.
Damaged, incorrect or missing items
Please report problems promptly, preferably within 30 days of delivery, and keep the packaging while we investigate. Photos of the item, label or measurements help; if photos are not possible, contact us so we can discuss other evidence. This reporting request does not shorten any legal guarantee or mandatory claim period. Depending on the problem and your legal rights, a remedy may include replacement, repair, a proportionate refund or a full refund. We cover reasonable required return costs for a confirmed faulty or incorrect item.
Change of mind
We do not offer additional voluntary change-of-mind returns. Any mandatory cancellation, withdrawal, warranty or refund rights under applicable law still apply. Where a voluntary return is available, items must be unused, complete and in resalable condition, and customers normally pay return postage unless we agree otherwise. These voluntary conditions do not replace mandatory consumer rights.
Statutory withdrawal rights
Where EU or EEA distance-selling withdrawal rules apply, you generally have 14 days after delivery to notify us of withdrawal and a further 14 days to send the goods back. Legal exceptions can apply, for example to personalised goods or sealed hygiene goods unsealed after delivery. Unless we agreed to pay, you pay direct return postage for a change-of-mind withdrawal. We refund the eligible goods and standard outward delivery charges as required by law. A deduction for handling beyond what is necessary to inspect goods applies only where legally permitted.
Refund method and timing
Approved refunds are returned to the original payment method where possible. We do not require store credit instead of a cash refund you are legally entitled to. For a statutory withdrawal, refunds are made within the applicable legal deadline, generally 14 days after notice; where permitted, we may wait for the goods or evidence they were sent back. Provider posting times vary. Other approved refunds are processed without undue delay.
Discounts and rewards
A refund reflects the amount actually paid for the refunded items and any legally refundable delivery costs. Promotional credit has no cash redemption value. Used credit and rewards earned from cancelled or refunded orders are adjusted under the rewards policy. An internal fulfilment investigation does not remove your rights against our store.