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Free UK Delivery on orders over £35 and Free Returns on all UK orders
How to Return
Please click the 'Request A Return' button below to return an item/s
When you receive your item/s you must return to us within 30 days for your order date.
We can only accept items that are in new condition, unwashed and with all labels attached.
UK Customers are entitled to free returns.
Please click the below 'Request A Return' button to create your return, or log in to your account and click 'My Returns' from the menu.
Orders With Free Gifts
Please note for customers returning orders which have qualified for a FREE gift. If the order value minus the returns value is less than the 'Free gift threshold value' as detailed in the promotion and the Free gift is not returned the customer will be refunded their returned products minus the retail value of the Free gift. This policy is in place to prevent customers placing orders purely to obtain free gifts then return all the goods keeping the free gift. This provision EXCLUDES food items. Please do not return food items to us.
Processing Time & Refund Clearing Time
Once we have received your returned items please allow 2-5 working days for these items to be checked and booked in. Once you have received a refund confirmation email, this is notification that we have told our card payment processor that a refund is to be processed. Please be aware that refunds usually take between 3-10 working days from the point of this email to clear your bank/PayPal account. With some extreme cases refunds may take up to 30 days to clear. Processing time depends on your payment method with Credit Cards usually being on the longer time frame.
PayPal is responsible for processing all our card payments in the most secure method. You can see PayPal reference on refund processing times here
Your right to change your mind
We've all done it, ordered something and then realised later that it is no longer needed. You have 30 days to cancel your order under our 30 day return period policy, which starts on the day after you received the item. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it on or inspecting it eg. please ensure that any security seals or tags remain intact.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 30 days from the day on which you received the item. Once the incorrect goods have been received by our staff we will be able to rectify the issue. We will provide a pre-paid postage label for your return.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Our Returns Policy for faulty items upholds your statutory rights.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. Please note we can not issue refunds for lost items, only replacements.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
What we'll do next
- All products returned to us are checked by our Returns Department.
- If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
- Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
- We will refund the original credit/debit card/PayPal account used to purchase the item.
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Cost of returning items
Return postage for UK customers is free of charge. You will be provided with a returns label as part of the return process
At this time international customers must cover the postage costs of returning goods to us using their choice of carrier. A tracked service is recommended.