REFUNDS AND RETURNS
Our refund and returns policy lasts 20 days. If 20 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, there is a 20% restocking fee for all returns sent back due to “unsuitability” for whatever reason so please purchase wisely.
You must then fill in the returns form at the bottom of this page before we can process your request.
To return any item you must be aware you will need to pay for the delivery back to us, we do not offer free returns.
If your product is damaged during transit or upon opening it is damaged, take photos of the damage which can be added on the form and please notify us within 7 days of purchase by using the form located at the bottom of this page to obtain a return code.
Please note that returns cannot be initiated without this code, regardless of whether it’s for a damaged product or any other reasons.
In case the 7-day window has lapsed, we can only provide a partial refund based on the circumstances. Refund decisions in this regard are subject to our discretion.
GOODS EXEMPT FROM RETURNS
Several types of goods are exempt from being returned.
Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
We also do not accept returns on products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Also any goods which have been custom made, have personalisation printed on them, come with personalised extras, items with custom text or custom images upon them can not be returned.
ADDITIONAL NON RETURNABLE GOODS
- Gift cards
- Downloadable software products
- Health and personal care items
RETURNS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days no longer than 14 days.
There will be a re-stock fee of 20% of the total of the returned order, example if you order £100 worth of goods the maximum return we will offer is £80 for any NON damaged goods.
This is because we need to then re-add the returned stock back into our system, warehousing and then relist it/them which is all extra man power and costs.
This does not affect damaged or broken in transit goods, a full refund or replacement will be offered for this.
LATE OR MISSING REFUND PAYMENTS
Please try these tips before contacting us.
If you haven’t received a refund after 14 days, first please check your bank account again.
Then also contact your credit card company, it may take some time before your refund is officially sent back to your card/account by your provider.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the form at the bottom of this page.
SALE ITEMS
Only regular priced items may be refunded. Sale items cannot be refunded or returned unless damaged in transit.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for this reason please contact us using the form at the bottom of this page.
If you want to exchange any goods for like wise goods of the same price and category which are not personalised we can happily do that for you, you will need to send the item you purchased back to us in the packaging it came in, unopened and in the same condition you received it in.
You will also need to pay for delivery back to us. We will then send out your chosen exchange once you have paid the delivery cost back to you.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your products, not for any shipping costs.
Once the returned item is received, a digital gift certificate will be emailed to your chosen email address, these are valid for 24 months from the date of the email.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver only.
SHIPPING RETURNS
You are responsible for covering the shipping costs for returning your item, as shipping costs are non-refundable. If a refund is issued, the return shipping cost will be deducted from your refund.
However, in the specific case of products damaged during transit – and only in such instances, not due to accidental damage by you, others, or pets in your household – we may cover the return shipping costs.
All returns, exchanges, damaged goods or other return related issues must be started via the contact form below.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you use a basic postal service such as 2nd class royal mail, we advise you use 2nd or 1st class signed for, DPD or other trackable courier which has insurance built into the cost in most cases, also if you total order cost is above £50-£100 we advise you make sure the shipping you choose covers this amount with it’s insurance, when we ship to you this is what we do for each order, we never ship anything without the proper insurance.
