Any unwanted items are covered by our 60 day money back guarantee for online customers only click here for details.
If you have received faulty or incorrect item then we are extremely sorry and we would appreciate it if you could contact us so we can put things right as soon as possible. We sometimes offer an exchange or replacement but of course a return and full refund may also be done if it is deemed the best resolution.
Almost 100% of people are happy with our customer service - let us show you why!
On all website orders your right to return goods is protected under the EU Distance Selling Directive. Goods purchased online may not be refunded in our shops. Our shop purchases are not covered by the EU distance selling regulations and therefore have a different returns policy, see in store for details. This does not effect your statutory rights.
An easy to use returns slip, including an address label, will be provided with each order. We recommend completing this form to ensure that we have all the details needed to issue a speedy refund upon receipt of the goods.
All refunds are made via our secure payment system Sage Pay and usually within 2 working days of receipt. Refunds are processed to the original payment card or PayPal account and can take 3-5 days to show in your account or on your statement, depending on your bank.
We do not hold any card details for you, all information is safely held on the Sage Pay secure servers. We can only refund via Sage Pay for the original purchase amount and for that reason we do not guarantee a refund for return postage costs on faulty items unless it is agreed prior to sending the item back.
We will usually email you when the item has arrived and been refunded but if you have not received a refund within 14 days of posting your item then it is important for you to contact us so that we can investigate.
Please make sure that you get a proof of postage on all returns just in case!
Our address for returns is: