Returns, Cancellations and Refund Policy
Some items may be returned for a refund within 14 days of being dispatched. 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.
Please note that some items are non returnable under any circumstances. This includes: special requested items, personalised items, perishable goods such as food and flowers, intimate items or sanitary goods, any item not in its original condition, any item damaged or missing parts for reasons not due to our error, any item that is returned more than 14 days after delivery.
There may be times when items arrive damaged due to delivery. Customers must inform us within 2 days of delivery to receive a replacement order of that item, a refund for the item or a gift voucher. Items will be replaced at no cost to you once we received evidence of damaged goods. Evidence can be provided by emailing a photograph of the damaged items to firstname.lastname@example.org.
Any missing/damaged/incorrect items from your order must be reported to us within 2 days of receipt of your parcel. Claims after that period will not be honoured.
We only replace items if they are defective or damaged. If you need to exchange it for the same item please contact us here
Received item as a gift
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 return. Once the returned item is received, a gift certificate will be mailed to you.
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 contact and send a refund to the gift giver once the item has been returned.
Condition of return or exchange
Although we may occasionally refund outbound delivery we will be unable to cover the cost for your returns being posted back to us unless the reason for return is down to our error. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
To complete your return, we require a receipt or proof of your order being sent in with the returned order.
We don’t accept cancellations on any handmade or personalised items but please contact us if you have any problems with your order.
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 3 working days. Please allow up to a further 5 working days for this to appear back in your account whilst your payment providers processes the refund.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Chasing a refund
If you think you haven’t received a refund please first check your payment provider again.
Refunds are processed within 3 working days of receiving the return. Please then allow up to a further 5 working days for this to appear back in your account whilst your payment providers processes the refund.
If you’ve done all of this and you still have not received your refund yet, please contact us here
To return your product please contact us for the return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund.
You should consider using a trackable shipping service for returned items. We can’t accept liability for any items being returned getting lost in the post. If this happens you will need to get in touch with your courier for compensation.
This returns policy does not affect your statutory rights.
If you have any questions please do not hesitate to contact our helpful customer service team here