Order Amendments & Returns

Order Amendments or Cancellations

By Phone:  If you wish to change or cancel an order before it has been dispatched to you, you must  contact us as soon as possible. You can find our contact details here. Please ensure you have your order details to hand if contacting us by telephone.

By Email:  If sending cancellation requests via email please ensure that you include your name, address, the order number and date the order was placed. Without these details we will not be able to cancel your order.

Important Note:  You must use the email address that you used when you registered with us in order for us to process your request.

Once we are satisfied that the request for amendment or cancellation is from the original purchaser we will make the necessary changes to your order or refund the card used at the time of purchase in full or part as necessary if your order has been processed but not dispatched.

If your order has not been processed we will not charge your card and your order will be cancelled immediately.

If we have already processed and dispatched your order you will need to follow the instructions in our returns policy below.

Order Returns & Exchanges

Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a "fully" re-saleable condition.

Set out below are our terms for exchange or refund please read them very carefully as we are not able to exchange or refund if these terms have not been met.

General

Before returning any item to us you must contact us via email with the following information:  Your full name, address, your contact telephone number, your order reference number & the reason for returning your purchase to us.

Returns should be made within 10 days of receipt. All items must be in their original condition, this includes undamaged packaging and all hang tags and labels must still be attached to the item being returned.

If we find that the product has not been returned to us in a "fully" re-saleable condition, we reserve the right to refuse a refund or an exchange on the item, or deduct up to 20% of the original selling price from the refund amount.*

Delivery Charges - Refunds

Where you have requested a refund we will only refund your original delivery charge when a product is faulty or damaged on receipt, and you have informed us of any fault or damage within 24 hours of receiving your order, but not when a product is simply unwanted or you have changed your mind.

If an item is received damaged please keep all packaging, including the outer wrapping, and return it to us when you return your item.

Please Note: If you place an order which results in free delivery and then you subsequently return all of the items originally purchased for a refund the original cost for delivery will be deducted from the refund amount.*

Exchanges

Where you have requested an exchange you will be required to return the item you wish to exchange to us in a "fully" re-saleable condition.

We can only hold replacement items for a period of 7 days, after this time we cannot guarantee that the required item will be in stock. You must therefore return your item to reach us before this time period has passed.

All return postage fees are to be paid by the customer, including those fees incurred by us for delivery of the replacement item.*

It is your responsibility to ensure that we receive the returned item and as such we recommend you use a signed for delivery method such as Recorded Delivery, we cannot be held responsible for any item lost or damaged in transit.

Please Note: Due to the nature of the products we supply being in limited supply we may not always be able to offer an exchange for the item you have purchased. If this situation arises we will contact you and offer either an alternative product or a refund minus shipping expenses.

Please also note:  If you place an order which results in free delivery and then you subsequently return any of the items for exchange  you will be responsible for all delivery costs for the exchanged item.*

Items Missing or Presumed Lost in the Post

On very rare occasions items do get lost or go missing in the post. When this happens we will make a full investigation to try and locate your purchase.

Royal Mail require 15 working days from date of dispatch before they will investigate missing items. At this point we will place a claim with Royal Mail who will then contact you for confirmation of non-receipt.

Once you have confirmed this to Royal Mail and they inform us that the item is indeed lost we will refund you the full purchase price of your item.

In certain circumstances we will also report the loss to the Police for further investigation and would respectfully request that our customers give their full co-operation during their investigations.

Please Note: We do not send replacement items, your purchase will be refunded.

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm">http://www.hmso.gov.uk/si/si2000/20002334.htm