Faulty or damaged products
Before returning a faulty or damaged product, please email firstname.lastname@example.org to request a reference number to include with your return. If an item has arrived damaged, please contact us within 24 hours of receiving the delivery and attach a photograph of the damaged item and its packaging to your email.
Refunds and exchanges
If you are unhappy with your purchase from us (or simply change your mind) then you can return the item(s) to us unused and in their original condition within 28 days for a prompt refund or exchange. We cannot accept returns of personalised products; this does not affect your statutory rights.
Please complete a cancellation form or email email@example.com within 14 days of receipt of the order to let us know that you wish to return the item(s) and to request a reference number to include with the return.
Goods returned must be unused and in perfect, re-saleable condition (including product packaging, swingtags, etc), otherwise we will not be able to process the refund or exchange the goods.
You must return the products to us at your own cost.
In line with the Consumer Contracts Regulations, delivery charges from the original order will be refunded only where an entire order is returned. Under the regulations, customers that cancel a contract for purchase of an item(s) within 14 days of receipt of their order will receive a refund for the cost of the item(s) and the cost of sending the item to the customer, provided that the entire order is being returned. If the item(s) returned is part of a larger order, then no delivery charge is refunded.
You are responsible for the items until they are received at our return address and we recommend that you use a trackable delivery service. Replacements, refunds and exchanges cannot be issued if a returned order has been lost in transit and fails to reach us.
We aim to issue a replacement, refund or exchange within 7 working days of receiving a return and we will send you an email to confirm when it has been issued. Any refund will be made in the same form of payment that was used to make the initial purchase.
If you have received one of our products as a gift and it is faulty or damaged, we can only refund the original purchaser.