Returns & Refunds Policy

1. Your right to cancel

If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.

You do not need to give a reason, but it helps us if you tell us why — we use that feedback to improve what we list. If you simply change your mind, the item must be unused and in the condition it arrived in.

This right does not apply to the goods listed in section 7.

2. Starting a return

Email us with your order number and the item you want to return. We will confirm the return and send you the return address and instructions for the service you used to receive the parcel.

Returns are not accepted through the shop front — please email us first so we can note the order and send you the right address.

You must tell us you want to cancel within 14 days of receiving the goods, and then send the goods back within a further 14 days.

• Include your order number in the email so we can find your order quickly.
• If several items arrived in separate parcels, you may return them separately — just tell us about each one.
• We aim to acknowledge every return request within 2 working days.

3. What the item must be in

To be eligible for a refund, the item must be unused, unworn and in the original packaging, with all tags, accessories and manuals included. We cannot accept an item that has been worn, washed or altered.

Where an item arrives in a sealed hygiene or safety wrapper (for example earphones, beauty items or anything that touches the skin), the wrapper must be intact for the item to be returned.

We may refuse a return that does not meet these conditions, and we will send the item back to you at your own cost. Where we refuse a return because the item was faulty, we will of course refund it.

4. Return postage

Where you are cancelling because you changed your mind, the direct cost of returning the item is yours. We recommend using a tracked service and keeping your proof of postage.

Where the item is faulty, damaged on arrival, or not as described, we pay the return postage. We will tell you this when you contact us and, where possible, send you a prepaid label.

The original delivery charge is not refundable when you cancel an order that had already been dispatched, because the parcel has already been sent.

5. Refunds

Once we receive the item back and confirm it is eligible, we refund you to the original method of payment. We aim to inspect returns within 5 working days of them arriving.

Refunds are made within 14 days of receiving the returned item. Your bank or card provider then usually takes a further 3 to 5 working days to show the money back on your statement.

If you paid by card, we refund the card. If you paid by mobile money or bank transfer, we refund to the account or number the payment came from. We cannot refund to a different card or account.

Any discount or free delivery applied to the original order is recalculated when the refund is issued, and the value of that discount is deducted where the return reduces the value of the order.

6. Faulty, damaged or incorrect items

Every item is checked against its description before it is listed, but if something arrives faulty, damaged, or is not what you ordered, tell us within 30 days of delivery.

Where the item is faulty, damaged or not as described, we will repair or replace it where that is possible. If we cannot repair or replace it — for example because the item has been discontinued — we will refund you in full, including the original delivery charge.

Items returned because they are faulty do not need to be in their original packaging, but please do send back everything that came with them.

This section does not affect your statutory rights under the Consumer Rights Act 2015, which give you additional remedies if a product is not of satisfactory quality.

7. Items we cannot accept back

We cannot accept a return of the following, either because they cannot be returned safely or because they lose their value once the seal is broken:

• Perishable goods and items with a best-before date.
• Personalised or made-to-order items, including items with a custom name, message or engraving.
• Items that have been unsealed and where the seal has been broken, where the seal is needed to return the item safely.
• Items that have been worn, washed or otherwise used.
• Ebooks, digital downloads and other items delivered electronically.
• Gift cards and vouchers, which cannot be refunded once issued.

8. Cancelling before dispatch

You can cancel an order at any time before it is dispatched, free of charge, by contacting us with your order number. If we can stop the parcel before it leaves us, you will receive a full refund of the item price and the delivery charge.

Once the parcel has been handed to the carrier it can no longer be cancelled, and the return process in section 2 applies instead.

9. Exchanges

We do not offer a direct exchange. If you want a different size, colour or item, please return the original and place a new order — that way you are not waiting for a refund before the replacement is on its way.

If a size is unavailable we will let you know and refund you rather than sending something you did not ask for.

10. Disputes and chargebacks

We would always rather resolve a problem directly. If you contact us first and we cannot settle it, we will explain why. We reserve the right to note a dispute with your bank or card provider if a chargeback is raised for an order that was delivered as described.

11. If your return has not arrived

If your return has not reached us within 14 days of you posting it, please send us your proof of postage and we will chase it with the carrier. Your refund clock starts when the parcel reaches us, not when you post it.