Returns & Refunds

Last updated: 19 September 2026

Returns

Returns are handled by the retailer you bought from, because the retailer holds your order and your payment. Start the return through your order with them and use the label they issue — a return sent without one may not be traceable, and an untraceable return cannot be refunded.

Send the item back unused and in its original packaging where possible, and keep the tracking receipt. Inspecting an item as you would in a shop is expected and does not affect a refund.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, or is not what you ordered, it can be returned for a refund or replacement. Report it as soon as you notice and photograph the item and its packaging before disposing of either — carriers generally require that evidence.

If the retailer is not resolving it, write to us using the address on the contact page with your order number and photographs, and we will take it up with them.

Refunds

The retailer issues the refund, so it also controls the timing. Refunds are normally processed once the returned item has been received and inspected, and the money appears on your original payment method a few days later depending on your bank or card issuer. Your order page shows the status.

Your statutory rights

Nothing on this page reduces the rights you have as a consumer, including in respect of anything that arrives faulty, damaged or not as described. Where this page and those rights differ, your statutory rights prevail.

Trade and wholesale orders

Wholesale and stockist orders are governed by the terms in the written quotation, which may set different return arrangements from consumer purchases.

Questions

Anything not covered here goes to the address on the contact page. Please include your order number.