We aim to despatch all orders within 24 hours. Orders placed after 11:30am might be delivered within the second working day from the placed order date. We use "TWO working days delivery" to make our collection to arrive as soon as possible to our customers step door as we understand how good it is to buy and have it without delay.
Orders above £120 are free delivery (UK only).
All returns under our approval guarantee are FREE; please reuse the original packaging where possible.
Post Office (up to 5kg) - Return items easily via the Post Office. Please note, any items exceeding the 5kg weight limit will incur a charge.
Before arranging your return, please check the information below:
Our standard Approval Guarantee returns window continues to be 14-days
Please ensure the product is unused, with the brand Tag on it, complete and safely wrapped in its original packaging.
Send an email to firstname.lastname@example.org, saying the reason for the return and which item you are returning with carrier chosen (Royal Mail or Hermes) and we will reply to you within one working day with the returning label or code to be taken to the post office or Hermes post collection.
All items will be inspected upon return.
Our 14 Day
We will refund most items provided they are returned to us within 28 days of receipt complete, unused, in their original packaging and with any security tags intact. Returns are free under our Approval Guarantee.
If you return goods outside the scope of the Approval Guarantee and have not exercised your legal right to cancel (explained below) we reserve the right to either:
return the goods to you at your cost or
accept the return of the goods subject to us making a deduction from the refund to reflect any loss in value arising from your handling of the goods and to us applying a charge to cover our processing costs.
Your Right to Cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You also have the legal right to cancel your order under these regulations.
The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple products for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate to us your decision to cancel before the end of the cancellation period.
If you do cancel, we will reimburse you the cost of the cancelled goods and the standard delivery charge by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days of us receiving the goods back or us receiving evidence that you have returned the goods, whichever is earlier.
You are responsible for returning the goods to us if you cancel under these Regulations. So, if you use our courier service to return the goods you will be responsible for the cost of the return. In such cases, we will deduct the standard delivery charge from your refund so that you do not have to make a further payment for the return.
Consumer Rights Act 2015
If any product we supply fails prematurely due to an inherent fault (manufacturing defect) we will provide you with an appropriate remedy e.g. a repair, replacement, or refund.
Please allow the time stated in the table below for your return to be credited to your member credit account, or refunded to your credit / debit card, paypal account or Klarna account.
(from collection to drop off)
CREDIT / DEBIT CARD 5 - 7 working days
PAYPAL / KLARNA/ CLEARPAY 5 - 7 working days
I can’t see my refund in my bank account yet?
Please allow the timescales set out above to receive your refund. In most cases we will send an email confirming we have processed a refund and include an ARN (Acquirer Reference Number) for the payment. Please quote the ARN if you need to query a refund with your bank e.g. if there is a delay in the refund showing in your bank account.
If you would like to speak to us about your return, you can call us on 020 8933 1714*. Alternatively, if you would like to drop us an email, click here.
*For call charges contact your service provider. See working hours.
How long will it take to receive a credit or refund for returned items?