Returns Policy
Exchanges
You can return an item for an exchange if you would like a different colour or size of the same item. If you want a different item, then you'll need to return the unwanted item for a refund and place a new order. All exchanges must be placed within 30 days from the day you have received the order from us.
When you exchange your order, please include the return label with the following details marked on it:
- Your order number
- Which items you’d like exchanged or refunded
- The new size or colour you’d like of the items to be exchanged
If you haven’t indicated on your returns note that you’d like an item exchanged or the new size or colour required, then we’ll automatically issue a refund for the returned item. We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll send you another email once your new item has left our warehouse.
Any exchanged items will be sent to the default delivery address on your account using the same delivery service as your original order. If we’ve refunded you for any items, the funds can take up to 10 working days to appear in your account depending on your bank/card issuer.
Return Policy
• Products must be returned within 30 days after the order has been received from us.
• Products must be in original condition and cannot be used.
We have extended the dates of our returns policy to make purchasing a gift even easier. Orders placed between Saturday, 1 November, 2014 and Wednesday, 24 December, 2014 can be exchanged or returned for a refund until Tuesday, 6 January, 2015.
Refunds and Processing
When you return your order, please include the return label with the following details marked on it:
- Your order number
- Which items you’re returning for a refund
- The reason for returning
Unless we delivered the item in error or the item is faulty or damaged, the customer is responsible for the return costs. You can then send the package through a postal service of your choice. When we have received and registered your returned item/s in their original condition, we will then process your refund.
The returned product/products remains your responsibility until it arrives with us. Remember to ask for proof of postage, so if your return goes missing in the mail, you’ll have proof you’ve sent it. We’ll send you an email as soon as we’ve received your return back at our warehouse in its original condition. Once received, we'll apply your refund to your original payment method and this is usually done within 1 working day. We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Refunds will appear in your account within 5 working days depending on your bank/card issuer. Unfortunately we cannot refund duties, taxes or shipping charges.
Parcels that have been dispatched from our warehouse and that are not being collected from the courier or that the courier is unable to deliver will be added with an fee upon return. The fee is €30 or equivalent in another currency.
Complaint
We try to ensure that your goods arrive free from defects. However, should you receive faulty items or an incorrect delivery, please make sure you contact our customer service team as soon as possible and no later than 14 days after delivery. We will arrange for a free courier return service in such cases. When a complaint is made an investigation of the product is carried out, in some cases we will send your complaint for further investigation to the supplier. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.