RETURNS & REFUNDS
We want you to be delighted with your purchases.
We fully comply with the Consumer Contracts Regulations, which give consumers buying online the right to examine and test items at home as they would in a shop. Business customers do not have this right.
So, if you’re not happy with anything you’ve bought, simply let us know in writing (email is fine) within 60 days of receiving the item, and after having received a returns number send the item back to us for a full refund minus the cost of standard delivery. This doesn’t apply to bespoke or made-to-order items – see below.
As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.
“Made to order” or “bespoke” items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered “made to order”. Unfortunately, “made to order” or “bespoke” items cannot be cancelled or returned.
Please note that a number of our products are mass-produced in batches. We try to maintain exact colour matches throughout all batches however from time to time slight colour variations may occur… we therefore, are unable to guarantee that colour will always be uniform.
HOW DO I RETURN MY ORDER?
To begin with, first email [email protected] to notify us that you wish to return all or part of your order. Do this within 60 days from the day after your order arrived, prior to posting the item back to us. We will then give you the returns number which will confirm that we have been notified correctly. This number should be quoted on your returns slip or covering letter when you post the item back to us – as without this we cannot process your return.
Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number. When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.
We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.
Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses. Refunds will be made to the same payment method used to place the original order.
If you think you might want to return any goods, please don’t use them outside or test them in a way that you wouldn’t be able to in a shop. If you handle the goods in any way which you wouldn’t otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don’t open the packaging. Otherwise, don’t hesitate to inspect the goods, but please don’t damage or dispose of the packaging until you’re sure you want to keep it.
Our returns address is:-
Units 1-3 Calves Lane Yard, Bellswood Lane, iver, Buckinghamshire, SL0 0LU
Email: [email protected]
Customer Service: 0800 118 22 78