Refund and Returns Policy
30 DAYS RETURNS AND EXCHANGES POLICY
Please note you have 30 days from receiving an item to return it to us.
To return/exchange item(s), please use the instructions provided in the parcel or by reading below:
1. PLEASE FILL IN YOUR RETURNS FORM
This should be included with your order. If it has been misplaced, please CLICK HERE to download a replacement copy of the form. Please also ensure you give all the information required about each item you wish to return and that you include your original order number.
2. POST THE ITEM(S) BACK TO US
Please pack up the items. Take the return parcel to your local Post Office and get your receipt of postage.
Please Note: you are responsible for the item until it reaches us so please get a receipt of postage on all services or we suggest paying for tracked delivery. The cost of returning items to us is your sole responsibility, unless the items are faulty or have been dispatched incorrectly*.
3. WE WILL REFUND YOU
Upon us receiving the item(s), we will thoroughly check the item(s) and process a refund of the cost to your original payment method. Please be aware it can take up to 7 – 10 working days to fully process refunds upon items arriving with us. A confirmation email will be sent to you once your return has been processed.
FAULTY OR ITEM NOT AS DESCRIBED?
If you believe an item is faulty, please contact us before posting by emailing us at firstname.lastname@example.org so we can arrange the return.
1. PLEASE PLACE A BRAND NEW ORDER
Place a new order online with us for the item that you would like to exchange. This ensures you guarantee the stock and you receive your exchange as soon as possible. Don’t worry if you pay delivery again, standard delivery charge will be refunded off your original order.
2. FILL IN YOUR RETURNS FORM
Please fill in the Dispatch/Returns form and make sure to tick the ‘Exchange?’ box. Please also include your new order number on this form.
3. PARCEL UP YOUR ITEMS SECURELY
Please parcel up your items securely with the Dispatch/Returns form inside the package and the returns address displayed clearly on the outside.
4. TAKE YOUR PARCEL TO THE POST OFFICE
Please pay for 2nd Class postage with recorded delivery and ask for a receipt of proof of postage. Make sure you hold on to this receipt as if the item gets lost in the post then you will be able to make a claim.
5. ORIGINAL ORDER REFUNDED PLUS POSTAGE
Once we have received and checked your item we will then refund you for your original purchase. Please email us a copy of your proof of postage receipt to email@example.com so that we can refund the postage of the item sent back and also any postage costs of the new item being sent to you. A confirmation email will be sent to you once your return has been processed.
VERY IMPORTANT INFORMATION
All items must be returned to us in a re-sellable condition including all the original tags and packaging. If goods are not returned in the condition in which you received them, we reserve the right to refuse any refund or exchange and the item(s) will be returned to sender. This includes dog hair, make up, aftershave, perfume, deodorant and smoke smell, garments having been washed, marks on soles of footwear etc. Bikinis and Swimwear can only be returned if the hygiene guard has not been removed. Footwear must be returned in its original box. All items must be packaged suitably for transit, making certain that no postage label or returns forms are attached directly to the package.
*The cost of returning items to us is your sole responsibility, unless the items are faulty or have been dispatched incorrectly. Therefore, we recommend returning items to us via an insured method such as Royal Mail recorded delivery that will require us to sign for them. If you are exchanging an item due to the item being faulty or dispatched incorrectly you MUST keep a postage receipt. If the items don’t make it back to us, we cannot give a refund or exchange if you can’t produce proof of postage. If the parcel is lost on the way back to us, it is your responsibility to make a claim.
Exchanges Offers – Items purchased as part of these offers can be exchanged for any other product within the offer to an equal value.
Refund Offers – In the event of requiring a refund on an item that was purchased with an offer, the item will be refunded at the price that it was originally purchased for and not the full price of the item after the offer has ended.