Return eligibility
A return request must be made within the return period that applies to your order. Each request is reviewed on its own facts, and we will tell you the outcome and the next steps.
Whether an item can be returned because you changed your mind depends on the product and the conditions that apply to your order. Ask our team before you order if this matters to you.
This policy does not take away any rights you have under consumer protection laws that apply to you.
Damaged or defective items
Please check your parcel when it arrives. If an item is damaged or does not work as it should, tell us as soon as possible after delivery.
Where the courier allows it, you can also inspect the parcel at the door. If the packaging looks damaged, tell the rider and contact us straight away.
Incorrect or missing items
If you received a different item from the one you ordered, or part of your order is missing, contact us with your order number. Because large orders can be delivered in more than one parcel, please check your tracking and order page first.
Customer complaint process
- Open a support request from your order or from the contact page and select the problem.
- Give your order number and a short description of what is wrong.
- Add the photos or videos we ask for (see below).
- We review the request, may ask follow-up questions, and reply with the outcome.
You can reach us through the support request form on our contact page.
Proof we may need
To help us deal with the courier and check the problem fairly, we may ask for:
- Clear photographs of the item, its label and the packaging, including the outer parcel and any shipping label.
- A short video of the unboxing, for damaged, defective or missing items, where this is reasonably possible.
- Your order number and the name used on the order.
We will only ask for what is reasonably needed. If you cannot provide something, tell us and we will consider your request with the information we have.
Submitting a return request
Sign in, open the order from “Your orders” and choose the return option, or contact our support team. Please do not send an item back before your request has been approved, because we may not be able to match an unexpected parcel to your order.
Condition of returned items
- Items should be unused and in the condition you received them, unless the problem is a defect.
- Include the original packaging, accessories, manuals and tags where possible.
- Items that show signs of misuse, accidental damage or alteration may not qualify.
Refund approval and processing
Once a return is approved and, where needed, the item is received and checked, we process the refund a reasonable time after the return has been approved.
- Refunds go back through the method that was used, or another method we agree with you.
- For cash on delivery orders we will ask where to send the refund.
- We will tell you if a refund is partial and why, for example when an item is returned damaged by you.
Your bank or payment provider may need extra time to show the money.
Shipping charges and responsibility
If the item arrived damaged, defective or incorrect, we will arrange or cover the return shipping once the request is approved. For other returns, who pays for return shipping depends on the reason and the conditions that apply to your order, and we will tell you before you send anything.
Original delivery charges are refunded only where the reason for the return is our error, unless the law says otherwise.
Items that may not be returnable
Some products, for example items that are sealed for hygiene or safety reasons, custom-made items, or items that cannot be resold once opened, may not be eligible for return unless they arrive faulty. Where a product has a restriction, it will be stated on the product page or confirmed by our team before you order.