Exchanges & Refunds

EXCHANGES

• Please follow the notification and returns procedures as per the relevant sections, clearly indicating that you wish to exchange part or all of your order.
• If you are exchanging your complete order and the exchange order value is same or higher than original purchase, we will arrange a straight exchange/request the additional payment from you rather than treat as an order cancellation. (Therefore DO NOT use the order cancellation form method).
• You may of course notify us to cancel the original order and make a completely new order especially if you need it quickly.
• If you are exchanging part of your order, please advise us accordingly and we will either arrange a partial refund/request additional payment according to the value of the exchanging items.

REFUNDS

• We will process your refund within 14 working days of receiving the returned goods back or receiving evidence of your posting back to us.
• Your refund will be for the full amount you have paid for the returned goods. Any gift wrapping requested and upgraded postage costs are not refundable.
• Original outbound postage costs will be refunded for EU delivered orders with the exception of the UK where standard postage is already included. Any upgraded postage costs you have requested and paid for are not refundable.
• We cannot control the time it takes your card issuer to credit your account but it typically takes 2-4 working days to receive the funds back to your account.
• If the goods you received were the wrong items, substitute goods, damaged, or are of unsatisfactory quality, we will compensate the cost of original outbound and return postage. If the package or goods are damaged, please report this to the Royal Mail/your postal provider and to us upon delivery or as soon as possible thereafter.
• If you are returning an item from International destinations and have paid local import taxes, custom duties or the like, you will need to reclaim these payments directly from the charging authorities as we have no liability for these costs. Additionally, we do not refund original outbound postage.
• In the unlikely event that our generous returns policy does not meet the local consumer protection legislation valid in any country to which we deliver, please inform us with proof of same.

We are a customer focused business and will work with you to overcome any difficulties with returns & refunds, so please talk to us if you need assistance. This does not affect your statutory rights.