How do I return a product?
If you wish to return a product, you must email [email protected] confirming your request within 14 days of the item being received. A member of our team will be in touch, and subject to acceptance, will provide a returns authorisation number and address. This will enable you to return the order.
Please note: Items cannot be accepted without receipt of your returns authorisation number.
Conditions of return
All unwanted products must be returned to us unopened, unused and in the same condition in which they were sent. You must also include a copy of your returns authorisation number and original invoice.
Returns should be packaged carefully for return, as we cannot be liable for any damages incurred during transit. We recommend sending all returns via a recorded delivery service. Please note that we do not refund any postage and packaging costs incurred.
Unfortunately, we aren’t able to exchange items.
What if my order arrives damaged or broken?
We appreciate that things can occasionally get broken or damaged in transit, but would ask that any damage is reported within 48 hours of an item arriving, so that we can take appropriate action.
If for any reason one of our products reaches you in a faulty or broken condition, we would ask you to photograph the breakage and email it to [email protected] Upon inspection of the image – we will provide authorisation to return the product. Once returned, we will either (a) send a replacement product, or (b) arrange a full refund, depending on your preference.
When will I receive my refund?
Your refund will be processed and automatically applied to your original payment method within 7 working days. Please note we are unable to refund any original delivery charges or the cost of returning the item in question.
Can I cancel or amend an order I’ve just placed?
If you would like to cancel your order please contact our Customer Service Team within 1 hour of placing your order on 0191 603 1993 during office hours (Monday – Friday
09:00 – 18:00 / Saturday & Sunday 10:00 – 13:00) or via email at [email protected] outside office hours. Please note; sadly we are unable to add any additional items to your order once it has been placed.
If you have any concerns or questions in relation to our Returns Policy, please email the team at [email protected]