RETURNS & EXCHANGES POLICY

Returns & Exchanges Policy

Returns

We want you to love your purchase. If you are not completely satisfied, you may return eligible items within 30 days of delivery for a refund or exchange.

To be eligible:

  • Items must be unused, in their original packaging, and in resalable condition.

  • Proof of purchase (order number or receipt) is required.

  • Certain goods are exempt from return (e.g. perishable items, intimate products, custom/personalised goods, sale items).

Exchanges

We do not offer exchanges. If you’d like to exchange an item, please place a new order and return the original item for a refund.

How to Start a Return

  • To start a return, please contact our customer service team. We’ll provide you with the return address and instructions.
  • Important: Please do not send your items back without authorisation, as they will be refused.
  • We reserve the right to deny returns in cases of repeated purchasing and returning of items. Charges may also apply in such cases to cover return-related expenses.

Refunds

  • Approved refunds will be issued to your original payment method within 5–10 business days.

  • Shipping fees (including international duties/taxes) are non-refundable.

  • If your order included free shipping, the actual cost we incurred to ship the order may be deducted from your refund.

Shipping Your Return

  • Customers are responsible for return shipping costs.

  • For international returns, mark your package as “Return Goods” to avoid additional customs charges.

  • We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Faulty, Damaged, or Defective Items

If you’ve received a faulty, damaged, or defective item, please:

  1. Contact Us: Reach out to our customer service team 
  2. Return the Item: Once your return is authorised, we will provide you with instructions.
  3. Refund or Replacement: After we receive and inspect the returned item, we will process either a refund or a replacement.

In cases of extensive damage, we may be able to offer a refund or replacement based on photographic evidence or further investigation. We’ll assess each situation to find the best solution for you.

Exceptions & Notes

  • UK customers: You have a legal right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations.

  • International customers: Returns are accepted, but customs duties and taxes paid at delivery are non-refundable.

  • Sale or clearance items are final sale unless faulty.

Currency and Refunds

Refunds are always issued in the same currency that was used for the original purchase (e.g., GBP). Because exchange rates fluctuate, the refunded amount may differ slightly from the original payment amount due to the difference in conversion rates.

International Customers

If you wish to cancel an order not related to a defect or misdescription:

  • You are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • To be eligible for a refund, the item must be unused, unopened, and in re-saleable condition, within 14 days of receiving it.