Last updated: 20 October 2026
1. Return request period
You may request a return within 30 days after the carrier-recorded delivery date. Contact Client care with your order number, the item concerned and the reason for return. For a damaged, defective or incorrect item, provide photographs where reasonably available. Please keep the item, accessories and packaging while we review the request.
2. Condition of returned goods
For a change-of-mind return, the item must be unused, with all accessories and packaging complete and in a condition suitable for resale. Do not use, alter, wash or damage an item after deciding to return it. A change-of-mind return may be refused when it is outside the return window, used, incomplete or damaged after delivery. These conditions do not remove applicable rights relating to faulty, misdescribed or incorrectly supplied goods.
3. Exclusions
Customized or personalized items, intimate goods and items clearly identified as clearance or final sale are excluded from voluntary change-of-mind returns. Any exclusion will be stated for the relevant item. Exclusions do not prevent a remedy for a defect, incorrect supply or another right that cannot lawfully be excluded.
4. Return authorization and address
Contact Client care first to confirm eligibility, the current return address and shipping instructions. The correct return address is supplied after the request is reviewed; do not send goods to an address taken from a parcel label without confirmation. Include your order number inside the package, use protective packaging and retain proof of postage and tracking. Contact us if you cannot follow the instructions so that we can agree a workable alternative.
5. Who pays return shipping
For a non-quality or change-of-mind return, the buyer pays return shipping. For a confirmed quality problem, defect or incorrectly supplied item, we bear the return shipping cost and will agree the return method with you. Please obtain instructions before buying postage; an optional premium service should not be purchased without agreement. No separate original standard shipping fee is charged because eligible delivery is included in the product price.
6. Inspection and refund timing
After we receive the returned item, we inspect its condition and contents. Approved refunds are returned to the original payment method within 5–10 business days after receipt and inspection. Your bank or payment provider may need additional time to display the credit. We will explain any refusal or proposed adjustment with reference to the condition of the returned item and the applicable policy; any statutory entitlement takes priority.
7. Exchanges, cancellations and refused parcels
Contact Client care to discuss an exchange or cancellation. Availability and whether dispatch has started determine the options; a change cannot be guaranteed after dispatch. Refusing delivery or failing to collect a parcel is not the same as requesting a return. Contact us so that the parcel can be located and a resolution agreed. Any actual return or redelivery costs will be explained before a further shipment is arranged.
8. Missing refunds and your rights
If an approved refund has not appeared after the stated period, check the original payment account and contact your payment provider, then contact Client care with the order number. This policy provides a commercial return process and does not limit mandatory consumer rights or remedies.