How do I make a return?
Login to our online Returns Center Portal below. You will need your order number and the email address used to place the order.
If you have any problems, have passed our 35 day returns window or need to contact us directly for any reason please email us at firstname.lastname@example.org. Remember to include your order number (and/or returns number if you have one) in the subject line.
What can I return?
You can make a return for any reason within 35 days of receiving your delivery. Items must be returned in an unused and original condition.
We do not accept returns on the below product categories unless the item is faulty:
- Sale or Clearance items
- Items ordered via our Bespoke Workshop Service
- Bespoke Assorted Boxes
How will I be refunded?
You have two choices on how to get a refund, either:
- A refund via your original payment method (credit card or bank transfer)
- A unique discount code for the full return value that can be used on your next order
We will refund the full purchase price (including delivery charges) if you send your order back to us in full. If you only send back some of the items, we will refund the cost of the returned items only. No refund shall be given on delivery charges for returns of part orders or deliveries.
Do I have to pay return shipping costs?
We will pay the return shipping costs if the return is a result of our error e.g. the items is faulty, damaged or incorrect. We’ll do this by emailing you a courier label that you can print off and attach to the package before you send it back to us. Depending on the size of the item, this will either be via Royal Mail or DPD Local. If you choose to use a different courier this will be at your own cost.
Any items wrongly ordered, no longer needed or not fit for purpose will have to be returned at your own cost using any shipment method of your choice. We’d recommend a “signed for” service so you receive proof of postage and delivery. We won’t take any responsibility for returned items that we don’t receive.
When will I get a refund?
You should expect to receive your refund within four weeks of giving your package to the return shipper. In many cases, you will receive a refund more quickly than this. We say four weeks as this time period includes the packages transit time (up to 10 days), processing your return (3-5 days), and the time it takes for your bank to process our refund request (up to 10 business days).
If you haven’t received a refund after this period of time, please email us with your returns or order number at email@example.com and we’ll look into it for you.
Can I cancel my order?
You can cancel your order up to 14 days after receiving your order, as long as it is not a specialist order that we’ve arranged for you via our Bespoke Workshop or Bespoke Assorted Box services. Get in touch with us as soon as possible by calling us: 01622 820673 or emailing us: firstname.lastname@example.org.
If you catch us before we’ve booked your delivery with our courier, we’ll issue an immediate refund in full. This might take up to 10 business days to appear on your statement, depending on your bank's processing times. If we’ve already sent it out, you’ll need to follow the normal returns process using our Returns Centre Portal.
My order arrived damaged or faulty, what do I do?
We’re sorry to hear this, it’s annoying for both you and us! You must let us know as soon as possible (via our Returns Center Portal) if something in your order has arrived damaged or faulty, particularly if this is due to poor handling by our couriers.
Please send us a photo, which you can upload into the Returns Center Portal. We can either send you a replacement or refund the cost of the damaged item, the choice is yours.
We reserve the right to inspect all returned products prior to agreeing to any refund.
Suspected abuse of our returns policy
We want to provide a generous returns policy that exceeds our statutory obligations. However, it’s continuation is reliant upon fair use by our customers. We monitor all of our returns. If our system flags repeated abuse of our returns policy, we reserve the right close your account without notice.