Returns & Refunds
We're sorry to learn that there's been a problem with your order and we'd like to remedy the issue as swiftly as possible. To help us put things right please provide us with a few details by visiting our returns area.
RETURN AN ITEM
Once in receipt of your returns request we'll be in touch to advise you of our course of action and provide you with a returns number (RNN).
Please note that we are unable to accept returns for items without a valid return number and that we are unable to issue return numbers by phone.
RETURN AN ITEM
Once in receipt of your returns request we'll be in touch to advise you of our course of action and provide you with a returns number (RNN).
Please note that we are unable to accept returns for items without a valid return number and that we are unable to issue return numbers by phone.
IMPORTANT COLLECTION INFORMATION
IMPORTANT COLLECTION INFORMATIONOur courier impose the following restrictions on your collection:
Max length: 150cm. Max weight: 30kg. Max length and girth combined: 300cm.
Please ensure your parcel for collection complies with the restrictions. Failure to observe the restrictions will attract an Oversize surcharge of £60 from our courier which will be deducted from any credit due to you, or invoiced separately should the credit value be insufficient.
Damaged Goods & Goods Not Received
We go to great lengths to ensure that your goods reach you quickly and in top condition. However, occasionally – in spite of our best efforts – your consignment may become damaged or go astray whilst in the care of our delivery partners. We understand this is a frustrating experience and want to make you whole without delay.
We have only a short window in which to raise these issues with our delivery agents. We appreciate your efforts to check and test all goods immediately upon receipt; and advise us of short deliveries and transit damage no later than three days following receipt.
To speed the process along it is helpful to keep images of damaged parcels and the goods themselves. Please retain damaged goods until such time as our returns team has advised on our preferred course of action.
Condition of returned goods
We must receive your returned goods in pristine condition, suitable for resale. Please ensure that goods are appropriately packaged to prevent damage on their journey back to our warehouse. We strongly recommend the use of a recorded and insured delivery service as we are unable to issue refunds for items that fail to reach us.
Return shipping costs
Where we have delivered goods in error, goods have arrived in a damaged state or have been found to be faulty, the cost of return shipping will be borne by us. We are unable to credit return shipping costs for goods ordered in error and goods that are no longer wanted.
Where you have incurred a return shipping cost rectifying an issue where we are at fault a refund will be issued against your payment card, or a credit will be applied to your account, dependent upon the original payment method.
REFUNDS
Refunds are typically actioned within a few business days of receiving your returned goods. Monies are refunded in the same manner as they were originally received. i.e. debit/credit card payments receive debit/credit card refunds; payments on account receive account credits. In the case where your payment card has since expired we will contact you to agree a suitable alternative arrangement.
