Our Delivery Costs
Delivery costs vary depending on order amount and country - at time of checkout the courier options and delivery costs will be shown in the cart.
We predominantly use Royal Mail standard as our shipping partner in Europe and Worldwide. For more information about international shipping via Royal Mail please see the following links:
Royal Mail International Standard
Royal Mail International Tracked
Royal Mail International Delivery Partners
Royal Mail International Country Guides
Order Tracking
Once full payment has been received we will dispatch your order and send you a confirmation email.
Returns and Refunds
We really want you to be happy with your purchase, however we understand that in some cases you’ll want to return your order for a variety of reasons. If this is the case we’ll do all we can to make the returns process as smooth as possible.
Our returns, refunds and warranties are fairly straight forward but we do recommend reading our Terms of Use in conjunction with the information below.
Returns
For all returns you will first need to contact us, via email or post, for customers located outside of the UK please email to explain the reason for return and we’ll then issue a RMA number (return merchandise authorisation).
Please do not return an item without contacting us as we need to keep your name & order number on record to accept the return.
If you’ve changed your mind
You have 30 days to cancel your order under our 30 day return period, which starts on the day after you received the item. All you’ll need to do is follow our simple returns procedure, outlined below.
All items must be returned unused and in the original packaging as they were in when received by you. Please ensure all security seals and tags are still intact.
Wrong item received or is damaged/faulty
Please accept our apologies if you have received the wrong item or if it’s damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
If you’ve received the wrong item you must return the item in the same condition you received it in within 30 days to qualify for a refund or a replacement.
For damaged or faulty items please contact us as soon as possible. You’ll need to explain where the fault or damage is located and we’ll then explain what to do next.
Please contact us first before returning the item.
Items not received
Please accept our apologies if you have not received your item. This happens very rarely but when it does we appreciate how frustrating it can be and will do our best to resolve this as quickly as possible.
Before contacting us please leave a reasonable amount of time to allow your delivery to arrive, our estimated delivery times are shown on our delivery information page. Delivery may be delayed by couriers due to busy periods such as Christmas or due to adverse weather conditions.
To receive a refund or a replacement product you must contact us within 14 days after you received your dispatch confirmation email.
Our returns procedure
Please contact us via email or post.
You'll need to provide details including your name and order ID (you'll find this on your order confirmation e-mail), and let us know why you'd like to return your item. We will then confirm the address you need to return the item to.
Please package the item securely and include inside the package your RMA number, order number, name and address.
Ask for a proof of postage from the Post Office or your chosen courier when you send your item to us. Proof of postage does not cost anything, but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
As soon as the item is back with us and has undergone routine checks, we'll be able to take your case further and either exchange or refund your item as agreed.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where we sent the wrong item or if it’s damaged or faulty.
Refunds
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it to the credit card/debit card/Paypal account of the person who originally placed and paid for the order.
Following cancellation, we will refund the price paid for the cancelled order (or part of the order cancelled), but not including any collection or return delivery charges. We will pay the refund within 14 days after the day:
- you notified us to cancel your order, where you have not received the goods (and the goods have not been dispatched to you) or where we have agreed to collect the goods; or
- we receive the goods you returned to us