Returns & Refunds

Start every return by contacting us

Email [email protected] with your order number and whether the item is unwanted or faulty. We will reply with an RMA reference and the correct return address.

Please include the RMA reference inside the parcel. It is not a condition of your right to return — it is how we match your parcel to your order and refund you quickly. Without it a refund can take longer.

Unwanted items — your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day after you receive the goods, for any reason, without explanation.

• Tell us within those 14 days that you are cancelling.
• Return the goods within 14 days of telling us, in a condition that allows resale — unused, complete, and with any packaging you need to protect it in transit.
• You pay the return postage for unwanted items. We recommend a tracked service, because you are responsible for the goods until they reach us.
• We refund the price of the goods plus the standard delivery charge you paid, within 14 days of receiving the goods back or of your proof of posting, whichever is earlier. If you chose a faster delivery option, we refund the standard cost, not the upgrade.
• If an item comes back damaged or incomplete through handling beyond what was needed to inspect it, we may reduce the refund to reflect the loss in value.

Faulty, damaged, or misdescribed items

This is a different right, under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described.

• Within 30 days of delivery you can reject a faulty item and get a full refund.
• After 30 days, you can ask for a repair or replacement. If that fails or isn't possible, you can claim a refund, which may be reduced to reflect the use you have had.
• We pay the return postage when an item is faulty, damaged, or not as described. We will either send you a prepaid label or refund the postage you paid — tell us which you prefer.
• Photographs of the fault usually let us resolve it faster, and sometimes without a return at all.

A long delivery window does not shorten either right. The 14-day and 30-day periods both start when the goods arrive, not when you ordered.

Refund method and timing

Refunds go back to the original payment method — the card you paid with, or the PayPal account used for the order. We issue the refund within the periods above; how quickly it appears then depends on PayPal or your card issuer.

Pay securely by card or PayPal. Card payments are processed by Stripe.

Items we cannot take back

We add no exclusions of our own. The only limits are the ones the law itself places on the 14-day right to change your mind:

• Goods made or personalised to your order.
• Perishable food and drink, and anything else liable to deteriorate quickly.
• Sealed items that are not suitable for return once opened for health or hygiene reasons, where the seal has been broken.

Nothing above affects your rights over faulty, damaged or misdescribed items, which apply to every product we sell without exception.

If we cannot resolve your complaint

Email [email protected] with your order number and what went wrong. We will acknowledge your complaint and respond within five working days.

We do not currently use an Alternative Dispute Resolution provider. We are not required to belong to a scheme, and we have not joined one. This is stated here because the ADR Regulations 2015 require a trader to tell you either the name of the scheme they use or that they do not use one.

That does not limit your rights. You can still take a dispute to the county court, and free independent advice is available from Citizens Advice — including their consumer helpline — which can also refer a matter to Trading Standards.

Where to send a return