Returns, Refunds and Exchanges
How do I return a product?
Once you decided that you want to return a product, you can choose the best way to do it for you – we are offering a few options:
1. We’ll pick it up: you can arrange a free product collection or refund by email at email@example.com. Don’t forget to provide to us the number order before hitting the ‘send’ button.
2. Royal Mail prepaid label. You can return your product by using the returns form and pre-printed returns label that we sent together with the delivery note. After you have completed the return form and ensured that you have repackaged the goods, drop off your items at your local Post office and request a proof a postage.
Before you ask for a refund or return your product, please make sure:
1. You can make proof of purchase (that is either e-receipt, delivery note, order confirmation email, bank statement)
2. The product is in ‘as new’ condition, in its original packaging and in resaleable condition.
How long will my refund take?
We are happy to refund you as soon as the product arrives back to our warehouse. It may take up to 10 working days to process a card refund - your refund will be credited to the original payment card.
How do I return faulty, damaged and incorrect products?
If the product that you received is faulty, you are entitled to a refund or exchange. Please note you can return a faulty product within 30 days of delivery – you can arrange the return by emailing us at firstname.lastname@example.org and we will pick it up.
Damaged or incorrect products
If your order arrives and after unpacking it you realise that the product is either damaged or an incorrect item has been delivered to you, please return it to us within 48 hours of delivery.
After you make sure you can provide proof of purchase, you can choose to return your product by emailing us at email@example.com and arrange the return, in which case we will pick up the products.
Please note that we will not refund delivery charges if, by any chance, you have selected Next day delivery or special delivery.
We are committed to refund you or exchange the product as soon as we receive the item back from you – but please note that sometimes the process may take up to 10 working days.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
What products are excluded from the return policy?
Basically, you can return anything if the product is faulty. However, some items like food, jewellery, swimsuits, lingerie can’t be returned (unless, of course, they are faulty).