Cancellations & Returns
How do I request a refund?
If you wish to return your goods, then first sign into your account and select the order you wish to return. Click on the link at the top and this will take you to a returns form , simply fill out which items you are looking to return and the reason for the return. Once the form is completed and sent, one of our customer service team will authorise the return within 48 hours of your request. Once it's been authorised, you'll receive an email with the return's documentation (or alternatively you can print this from your account). Simply return your items to the address shown on the returns documentation. Please note you must include returns documentation with your parcel so that we can identify it. This will be made available once a member of staff has reviewed your request.
How long do I have to return an item?
We want you to be happy with products you buy from us. If you are not completely satisfied with your purchase, you have up to 14 days of receipt to request a refund. Please make sure that all the items you wish to return reach us within 28 days of your delivery.
Do I have to pay for my return?
Unfortunately, we do not offer a free return option. It is your responsibility to return items at your own cost.
What do I do if an item is faulty?
If you are from the very small percentage of customers who receive a faulty item, please get in touch with us to report this within 5 working days. We will normally ask for you to send photos and a brief description of the damages to [email protected] Usually, damaged items are resolved with either a refund, partial refund or a replacement product sending out.
Can I return personalised items?
If a product is personalised or made to order it can not be returned or refunded unless it is faulty.
My refund has been approved, when will the refund be in my account?
We will issue refunds once the goods have been checked over in our warehouse. Any refund will automatically be issued to the payment method used to place your order. Once we have issued a refund, it can take around 3-5 working days to clear into your account depending on who you bank with.
Can we use your courier to return items?
We do not provide a specific courier for you to return items. You must arrange for your order to be collected and returned to us.
I can not log into my account to request a return, what should I do?
If you are having issues logging in to your account, you can click on the forgotten password link. If you've tried this already and are still having problems, then please give us a call on 0116 230 4293 or send us an email and one of our customer service team will be more than happy to help.
Can I cancel my order?
Unfortunately once an order is placed, you can not cancel it. However once your order has been received you do have the option to return those items to us.