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- » I would like to return an item
- » Money-Back Guarantee
- » My order has arrived damaged
- » My product is faulty and I would like to exchange it
- » There is a piece missing from my product
- » Why have I got another receipt for my replacement item?
When an item is returned to us it is processed by us and a refund made within 1 business day. Refunds are made in the same form of payment originally used for purchase. When a refund is made to a credit or debit card it may not show up in your account straight away as the clearning banks take time to process the refund. Typically this can take up to 7 working days for cleared funds, but varies depending on your own bank.
Please contact customer services before returning an item.
Very occasionally if we've made a packing error, we'll do our utmost to put this right immediately. All you have to do, is let us know and we'll take care of the rest, including shipping the correct item out to you and arranging for return of the wrong item.
Simply provide your name and order number, along with the item you are missing and what you received instead. We can then arrange for collection of the item and shipment of the correct product. All this will of course be free of charge as it was our mistake.
Occasionally items returned to us get lost or delayed in the post. If you returned you item to us using a courier or recorded delivery service you may be able to track the delivery to confirm if it has been delivered. If possible it's best if you return an item to us via a recorded delivery method.
All returns get processed the same business day, and an email will be sent to you regarding this. Whilst refunds take place immediately, please note it can take up to 7 days for cleared funds to appear in your account after this. If you have requested an exchange then you will receive a confirmation email when your replacement item is dispatched.
If you have not heard from us and wish to follow up your return then you can email us and we will investigate the delay as quickly as possible. Please remember to include your name and order number so we can quickly locate your order. Also include the items you returned, the date you returned them, and the postage method, E.g., recorded delivery, courier.
You can exchange a product for another if you decide that you wanted something else instead under our money back guarantee as long as you do it within 7 days of receiving your order.
You can also exchange your product for a new one if it was damaged in transit or if it is faulty in some way. In order to do this you should first contact a member of our customer support team so that we can assist you with returning items. If you do not contact us first you will be unable to recover any costs you incur sending the product back.
When you contact us please remember to have handy your full details including your name, order number and description of the matter. We will then email you instructions on how to return your product by return.
If you want to return an item, please contact our Customer Service Department immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping.
To help us quickly locate your order and deal with your matter efficiently, please remember to include your order number on all correspondence. Please visit our order tracking page to find the number in your order history. Alternatively the order number is printed on the top of your invoice.
We can then work out the best way for the returned products to be dealt with and we will email you instructions promptly.
When returning an item always remember to include a note confirming why you would like to return the item together with your instructions.
Our goal is for you to be completely satisfied with every purchase - every time. However, if you are unhappy with an item, you may return it within 7 days of delivery for a full refund of the purchase price, less shipping - no questions asked.
We appreciate that despite best intentions, ordering on the web requires trust, especially if you are purchasing a product for the first time. That's why our industry first "no quibble" guarantee is there for your complete peace of mind.
On receipt of any returned items, we'll also credit your account same day for the full item amount, which means no waiting around for 30 days to get your money back. Quick, simple returns honestly accounted for.
Returns should be sent to:
2b Trafalgar Mews
If you received an item that was damaged or defective upon arrival, please call our Customer Service Department immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping. If you do not contact us, you are responsible for all return shipping charges.
Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in Your Order History.
In addition, please be prepared with a detailed description of the damage or defect before contacting us.
Contact our Customer Service Department at freephone 0800 316 2407 or 01903 660100, lines open 9am - 5.30pm weekdays
If you have received a faulty item please accept our apologies. Contact us immediately and we'll arrange for the item to be returned and replacement of the item. If you do not contact us before returning the item you will not be able to recover the postage costs you might incur in sending the item back to us.
When you contact us please provide your name, address and order number so we can quickly locate your order and promptly deal with the matter.
If there is something missing from your product, can you double check the packaging first to make sure it's not there? Sometimes, small parts are often hidden within the packaging.
If you have ordered a large product, which usually arrives in more than one box, sometimes they can get separated from each other in transit. You can check to see if there is another delivery due by logging into your account.
- Click My Account at the top of the page.
- Enter your email address and password to sign in.
- Click 'Orders' on the left of the page to view your orders.
- Click 'Track It' next to your order.
You will be taken to the DPD website, which will show if there are any outstanding orders waiting to be delivered and their expected delivery dates.
If your delivery still has something missing, then please contact a member of our team now. Please remember to include your name, address and order number so that we can quickly locate your order and deal with your matter as efficiently as possible. Your order number can be found by logging into your account, and selecting orders, then selecting the order that you have placed.
In order for us to send out a replacement item it needs to be processed through our warehouse. The receipt is used by the warehouse to correctly pick the required item.
If a replacement item has been shipped it will often show zero as the price. If an alternative item has been shipped then you will have been refunded the cost of the returned item and then charged for the replacement product.