30 Days Returns and Exchanges Policy
Please note you have 30 days from receiving an item to return it to us.
Using the instructions provided in the parcel or by reading below
Please select a topic we can help you with:
1. Please Fill in your Returns Form
This should be included with your order, or Click Here Please ensure you give all the details of the items you wish to return and that your original order number is included.
2. Post the Item(s) Back to Us
Pack up the items. Take the return parcel to your local Post Office and get your receipt of postage. Please Note: you are responsible for the item until it reaches us so please get a receipt of postage on all services or we suggest paying for tracked delivery.
3. We Will Refund You
Upon receiving the item(s) back into our warehouse we will thoroughly check the item(s) and refund you the cost to your original payment method. Please be aware it can take up to 7 - 10 working days to fully process refunds upon items arriving with us. A confirmation email will be sent to you once your return has been processed. Please make sure to read the Terms & Conditions of our Returns Policy.
Faulty or Item Not as Described?
If you believe an item is faulty please contact us before posting by following the Problems Tab so we can arrange the return
International Returns Outside of the UK and Northern Ireland
As an International customer, you can return your parcel using any postal service. Please note - you'll need to cover the postage and any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any unnecessary duties. When you return your order, just pop your returns note in the parcel as above.
1. Please Place a Brand New Order
Place a new order online or over the phone with us for the item that you would like to exchange. This ensures you guarantee the stock and you receive your exchange straight away. Don't worry if you pay delivery again, standard delivery charge will be refunded off your original order.
2. Fill in Your Returns Form & Download our Royal Mail Free Post Exchange Label
Please Click Here to generate and download our Free Post Royal Mail Exchange Label. Please make sure to include your new order number on this form.
3. Parcel Up Your Items Securely
Please parcel up your items securely with the exchange form inside the package and the free exchange label on the outside.
4. Take Your Parcel to the Post Office
Please ask for a receipt of postage (Hold on to this!). The item should arrive back with us in around 5-7 working days.
5. Original Order Refunded Plus Standard Postage
Once we have received and checked your item we will then refund you for your original purchase. Don't worry if you pay delivery again, if the 'Standard' delivery charge applies this will be refunded off your original order. We aim to process refunds within 7 - 10 working days of receiving the goods back to us.A confirmation email will be sent to you once your return has been processed.Please read the Terms & Conditions of our Returns Policy
Faulty or Item not as Described?
If you believe an item is faulty please contact us before posting by following the Problems Tab
International Excahnges Outside of the UK and Northern Ireland
Returns for exchange can only be sent to the UK and Northern Ireland. For International Customers please follow the Fast Exchange process, but please be advised we are unable to refund the original postage costs in these cases.
1. Fill in Your Returns Form & Download our Royal Mail Free Post Exchange Label
Please Click Here to download our Free Post Exchange Label.
2. Parcel Up Your Items Securely
Please parcel up your items securely with the exchange form included inside the package and the exchange label on the outside. Please make sure you clearly identify the item/size you would like to exchange for.
3. Take your Parcel to the Post Office
Please ask for a receipt of postage (Hold on to this!). The item should arrive back with us in around 2-3 working days.
4. Upon Receiving your Item we will Exchange it for you
Once we have received and checked your item we will then exchange it for you. We cannot accept exchanges when the requested item is of a higher value than the returned item, the quickest and easiest way to make such exchanges is via our Fast Exchange option. If there is any payment left remaining, this will be refunded to your original payment method. If, sadly, the item you have asked to exchange for is out of stock, we will automatically process a full refund for you. We would suggest, to avoid disappointment and to save time, using the Fast Exchange method.
Please read the Terms & Conditions of our Returns Policy.
International Exchanges Outside of the UK and Northern Ireland
Returns for exchange can only be sent to the UK and Northern Ireland. For International Customers please follow the Fast Exchange process, but please be advised we are unable to refund the original standard postage costs in these cases.
1. Contact Us
Before you post anything back to us we need to speak to you to find out the problem. Contact us by telephone or email. Ideally send images of any potential faults to firstname.lastname@example.org (please send small images as our inbox can only accept images below 1mb). You need to await our response before taking any further action we will get back to you usually the same day if not within the hour. We cannot be held responsible for the cost of any postage back to us on faulty or potentially faulty items unless we have confirmed the fault/issue
2. Post the Item(s) Back to Us
If an item is deemed faulty or incorrect by our team we will arrange the free return postage. Pack up the items securely using the postage label we will provide you with after contacting us as above . Take the return parcel to your local Post Office and get your receipt of postage. Please Note: you are responsible for the item until it reaches us, therefore please hold on to your postage receipt.
3. We Will Refund You
Upon receiving the item(s) back into our warehouse we will thoroughly check the item(s) and refund you the item(s) cost to your original payment method. Please be aware it can take up to 3 - 5 working days to fully process. Please see our full returns conditions. A confirmation email will be sent to you once your return has been processed. Please read the Terms & Conditions of our Returns Policy
Very Important Information
All items returned to us MUST be unused and in a re-sellable condition including tags and in the original packaging.
If you are returning an item, including, using the free exchange service you MUST keep a postage receipt, if the items don't make it back to us we cannot give a refund or exchange if you can't produce this proof.
If you wish to return or exchange any items please download and print the Returns Form above. This form includes full, detailed instructions on how to refund or exchange goods and a simple form to fill in. This allows us to quickly process your refund or exchange. If the item cannot be returned using the RM exchange label due to size or weight no free exchange postage can be offered. Please confirm with us before attempting to use the label. If you are having any problems downloading or viewing the form, please call us on 01243 674830.
PLEASE BE AWARE - Products must be returned in a sellable condition including the original tags and packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse any refund or exchange and the item(s) will be returned to sender. This includes dog hair, make up, aftershave, perfume, deodorant and smoke smell, garments having been washed, marks on soles of footwear etc. We do not offer a refund or exchange on underwear, earplugs and earings due to hygiene issues. Bikinis and Swimwear can only be returned it the hygiene guard has not been removed. Footwear must be returned in its’ original box and packaged suitably for transit, making certain that no postage label, returns forms or sticky tape are attached directly to the shoe box.
DAMAGED LUGGAGE DISCLAIMER - While we endeavour to supply the highest of quality goods we appreciate from time to time an item may be received with a defect or manufacturing fault. When this happens we will always resolve the matter with the utter most urgency. However we are unable to accept responsibility for any luggage purchased from us that has been damaged in transit. Sometimes luggage is damaged in transit by an airline's staff and luggage handlers. For example handles are broken, wheels snapped off or the material of the bag ripped through throwing, mishandling or the ill treatment of the luggage. In such circumstances you will need to deal directly with the airline in order to claim compensation from them as they have insurances set up for this very reason. We on the other hand can only deal with manufacturing faults or defects reported to us upon receipt of the goods.
For items not sent using the Pre-paid returns label you are responsible for any item(s) sent back to us until they are received by ourselves. Therefore, for expensive items, we recommend returning items to us via an insured method such as Royal Mail recorded delivery that will require us to sign for them. On lesser value items, , and when using the free exchange postage label, you should obtain a receipt/certificate of posting from your Post Office when you send the item(s) back to us. No charge is made by the Post Office for this service.If an exchange pre-paid postage label is used for a return please note there will be a £5 charge for using this label which will be taken off your refund total.
4/3 for 4/5 Offer Terms - 4 for 3 and 5 for 4 - is limited to a single use per order.
Exchanges Offers - Items purchased as part of these offers can be exchanged for any other product within the offer to an equal value.
Refunds Offers or Gift With Purchase - In the event a refund is requested, due to the order no longer meeting the requirements of the promotion the cost of the free item will be deducted from the refund amount prior to the refund being issued, in the event the free product is returned no refund will be applied. .