HOW WE PROCESS YOUR ORDER

Our policies and processes for events that happen after you’ve placed your order, are set out below. If you cannot find an answer to a question that you have, please a member of our team via email, phone or facebook messenger. Our telephone lines are open Monday to Friday from 9am-5pm, and Saturdays 9am-1pm.

CANCELLATION POLICY

We accept that sometimes you may need to cancel your order after you’ve placed it or reduce the quantity of an item you’ve ordered. You can do this from the moment you place the order until 14 days after the day after that you receive it. However as we process our orders as soon as they are placed, you may not catch your order in time as we will already have started to process it. If we have started to do this, this means that you simply need to follow our Return Process instead, i.e. wait until it is delivered to you and then return the unwanted items to us. See the heading 'OUR RETURNS AND EXCHANGES POLICY', below, for how to do that.

CHANGING YOUR ORDER

If you want to add an additional product or increase the quantity of a product on your order, you will need to place a new order.

If you want to change the delivery address, remove or reduce the quantity of a product on your order, please contact the a member of our team by phone email or facebook messenger during the opening hours stated above. Please ensure that you have your order number to hand along with the date that you placed the order as this will help us deal with your query more efficiently.

 

OUR RETURNS AND EXCHANGES POLICY

We accept that, at times, you will need to return an item that you’ve ordered, either for a refund or exchange. We’re happy to exchange or refund providing the following conditions are met:

1. The item is in perfect condition, complete with its original packaging and this packaging is undamaged.
2. You return the item within 14 days (for UK orders)
3. You enclose letter explaining why you are returning the item

If the item you’re returning to us does not meet all the conditions above, we will not give you a refund. Furthermore, we may have to send your item back to you, for which we’ll charge you the cost of postage.

Please note:

• Your return is your responsibility until it reaches our warehouse. In addition you will need to bear the cost of returning the item to us. Do ensure it’s packed up properly and can’t get damaged on the way back. To avoid loss, you may wish to use a tracking service for your return.
• For a refund, you should expect to receive payment into your account within 14 working days of us receiving them.
• Please Note: If payment is made using a gift card, the refunded balance will appear back onto your gift card within 3 working days. However, if part of the remaining balance is paid for using a Credit or Debit card, these are treated as two separate payment methods and so please allow 10-14 days for the funds to clear and return to your account.

Non-returnable and non-refundable items

Some items, such as underwear, are non-returnable and non-refundable. This is for health & safety and hygiene reasons. We specify on such products that they're non-returnable & non-refundable.

 

 

HOW WE ISSUE REFUNDS

Once we’ve established that the Return meets the conditions above:

• we will refund the credit, debit card or PayPal account of the person who originally placed and paid for the order
  • If you have requested a refund in writing within 14 working days of receipt
• we will refund the price you purchased your item at  - this includes sale items that you return as well.

We process refunds and exchanges in the order they’re received. As such, we aim to issue refunds within 14 working days of us receiving them.

MISSING, INCOMPLETE OR DAMAGED ITEMS IN YOUR ORDER

If your order doesn’t arrive when you expect it to, check the status of your order online. Sign in to your account to view the order in question. An order with a ‘Dispatched’ status should have been delivered within the time period indicated in the delivery option you choose when you placed the order. If your order has not arrived and you believe it should, email our Customer Services Team.

Finally, if your order arrives and there is something missing or damaged in it, please email our customer service team.