SHIPPING AND RETURNS
Your satisfaction is our Number 1 priority.
We always strive to ensure that our customers are 100% happy when they buy from us. If for any reason you aren’t happy please contact us and we will be happy to assist.
Please be aware that we are a family owned and run small business so it may take a little time for us to respond but we’ll always respond as soon as possible.
We aren’t perfect and occasionally mistakes may be made but if this does occur you can rest assured we’ll do everything possible to correct it.
Shipping is absolutely FREE on all orders to the UK. For orders shipping to the EU the cost is just £3.99. Shipping to anywhere in the rest of the world outside the EU is £12.99 except selected products where EU shipping rates apply. This is shown on the product page.
Please note that international orders may be subject to customs charges. The customer is solely responsible for paying all customs, duty and tax for international orders and these costs are non-refundable in the event of a return.
What to expect when you order from us.
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and are currently processing it.
When you will receive your order.
If your product is in stock it will ship within two business days from the date of your order. Standard shipping in the UK will deliver your order within 3 to 5 business days of dispatch.
Orders shipping to the European Union will be delivered in 5 to 7 business days whilst shipping to the rest of the world will take approximately 10 to 14 business days.
FAULTY & DAMAGED ITEMS
Looking after you when something goes wrong.
Please inspect the packaging of your item(s) when they arrive and if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged please send evidence (e.g. photos, videos, etc.) to firstname.lastname@example.org and we will explore this issue on your behalf. This will also assist in the swift processing of your replacement or refund.
If you have a manufacturing fault with your item within 30 days of purchase we will refund or replace the item for you.
If your product develops a fault after 30 days of purchase then this may be covered by our manufacturer’s warranty. Check your product information to see if a warranty is available. This will only apply to manufacturing faults and not faults caused by any other means.
This includes but is not limited to:
- Wear and tear
- Misuse such as inappropriate storage or product care
- Maintenance and use other than indicated in, or failure to adhere to, the user guide
- Abuse or neglect of the product
- Carelessness or accidents
- Any custom modifications to the product including third party products
- Damage caused by air transportation or freight transit
CANCELLATIONS & REFUNDS
Money back guarantee if you change your mind.
Customers can cancel their order and request a refund for up to 30 days after the product has been received. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Unwanted products must be returned unused and in original packaging. Shipping costs will be at your own expense. Refunds will be processed when the returned product(s) have been received and inspected to ensure they are resalable.
Depending on your original payment method it may take up to 5 working days for the refund to be received following processing. Refunds will only be issued to the original credit card that was used when placing the order.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. 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 at email@example.com.
We cannot accept responsibility for returned items which are undelivered. We recommend retaining proof of postage in the event that you may require it to make a claim with your courier.
We cannot accept returns for gift cards or downloadable products. However, if the item was 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.