Returns and Refunds
For our products, you have 28 days to notify ourselves if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).
how to cancel your order, or return or exchange a product
- Contact ourselves to let us know that you wish to cancel your order, or return or exchange a product by emails firstname.lastname@example.org
- If already received, package the item up and send it back to the seller within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
- We will process the refund directly to your payment card, in no more than 14 days after receiving the returned item.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the us and agreed that doing so won't affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.
Items which are incorrect due to a fault on the customer's behalf cannot be returned. E.G. if a product has been personalised to the exact details supplied by the customer, the liability of the error sits with the customer.
Personalised items can only be returned if they are faulty.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering