Returns and Exchanges
We offer a 28 day returns and exchanges policy and we endeavour to make this process as quick and easy as possible. We offer a delivery and collection service provided by DPD Local. Next day delivery and/or collections can be offered providing the issue is brought to our attention before 1pm, Monday to Thursday. The procedure varies slightly depending on the reason for the return.
If you receive the wrong item
On the rare occasion that the wrong item is sent we’ll aim to rectify the situation as soon as possible. We will dispatch the correct item and have the incorrect item collected at the same time. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange re-delivery and collection. This service is free of charge.
We use recycled packaging where every possible in an effort to reduce our carbon footprint, so if the labelling on the outside of the box doesn’t match what you have ordered please do check inside the box.
If an item arrives damaged
Although DPD Local has an incredible track record when it comes to parcels arriving safely, occasionally damages do occur in transit. If you receive an item and find that it is damaged, please inform us as soon as possible. We will aim to rectify the situation on a case by case basis. If an item simply requires replacement of a damaged part, we will dispatch the replacement of the damaged part on a next day service. If the item needs to be exchanged we will dispatch a replacement item and have the damaged item collected at the same time. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange re-delivery and collection. This service is free of charge.
If you receive an item you no longer want
We endeavour to provide as much information and detailed images of our products as possible to ensure our customers know exactly what they’re purchasing. However, if you receive an item you no longer want we can arrange to have the item collected. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange collection. We charge £4.99 for this service. It’s important that the details given about where the parcel will be left are clear, if the courier is unable to collect the parcel as they can’t find it or it wasn’t left out unfortunately we have to charge a further £4.99 for each subsequent collection attempt. Upon receiving the returned item, we will issue a refund, this refund will be the total cost of your order minus £4.99 postage and packing and £4.99 for the collection service.
Refunds
All refunds will be made to the credit or debit card that you originally purchased the item with. Please allow up to 3 to 5 working days for the refund to process.