My order hasn't arrived or has arrived damaged. What do I do?
If your order hasn't arrived, before contacting us we recommend you speak with your local sorting office in case they've already tried to deliver it, and to your neighbours in case it has been left with them. Please note that we will not send out a replacement order until 25 working days (20 working days for overseas orders) have passed since the order was dispatched.
To make a claim in respect of goods not received or damaged in transit, you must contact us regarding your claim via post or email not later than 25 working days from the date (20 working days for overseas orders) we confirm goods have been dispatched to you. Once this period has passed, all liability for goods passes to you, the customer, and we will not accept any liability for such claims.
What do I do if I have a problem with my order?
We hope you will be happy with your purchase. However, we promise you that if you are not 100% happy with any item you have purchased from us, simply notify us in writing (via email is fine) within 14 working days of receipt, take reasonable care of the item and return it in its original packaging (if possible), for a full refund to be paid within 14 days. Please note that the costs of returning goods to us will be paid for by you, unless the goods are faulty or have been sent in error.
If we have sent goods in error, they remain our property. Please notify us for return instructions.
If you are unhappy with our products or any part of our service, we would like to know! We will respond to complaints about any product or service we supply within 5 working days.