We want you to be happy with the goods and service you receive from us and so you have 7 days, from receipt of cancellable goods, to notify us if you wish to cancel your order or exchange an item.
How to return a product
You must notify us in writing if you wish to cancel your order and we encourage you to outline your reasons for doing so as this helps us improve our offering.
To request a return please email firstname.lastname@example.org with your Order ID, the product you'd like to return and the reason for returning. We will email you back shortly after with full instructions.
We recommend that you return the goods in appropriate packaging, use a ‘signed for’ delivery method and obtain proof of postage. Do not destroy or dispose of any product, even if it is faulty, before arrangements have been discussed with us.
We will process a refund for the part of your order that is returned. The refund will be paid directly to your debit or credit payment card (as the case may be), which typically occurs no later than 30 days (subject to compliance with the returns policy Terms and Conditions and associated timeframes).
We can not refund the cost of you returning the item to us however we will refund the cost of postage to you for that part of the order.
Returning a faulty product
Exemptions and exceptions
All returned items must be in their original, re-saleable condition with any hygiene seals intact.
The following items are generally non-cancellable and non-refundable:
- Personalised items that are specially made, or ordered, with your choice of name, fabric, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold.
- Perishable products, including food and flowers.
- Large items of furniture that are specially made to order.
- Art, sculpture, ceramics and other creative pieces that are specially commissioned when you place an order.
- Personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.
Please double check whether an item is cancellable or non-cancellable before purchasing to avoid disappointment.
If you have any further questions about our returns policy, please email us at email@example.com to liaise with our customer service team.