Returns & Refunds Policy

• We do not offer exchanges. If you’d like to exchange an item, please place a new order and return the original item for a refund.
• To start a return, please contact our customer service team for a Returns Authorisation Number (RAN). This helps us process your return efficiently and avoid any delays.
• Important: Please do not send your items back without authorisation, as they will be refused.
• We reserve the right to deny returns in cases of repeated purchasing and returning of items. Charges may also apply in such cases to cover return-related expenses.

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods.

If you wish to cancel an order that is not due to a defect, discrepancy, or misdescription:

• You are responsible for return shipping costs.
• Refunds will be processed once we’ve received the returned item in unused, unopened condition (with tamper-resistant seals, packaging, and cellophane intact).

If an item has been used beyond what is necessary to check its condition (like inspecting the item in-store), we may deduct the value of the used item from your refund.

If you’ve received a faulty, damaged, or defective item, please:

1. Contact Us: Reach out to our customer service team to request a Returns Authorisation Number (RAN).
2. Return the Item: Once your return is authorised, use the link to our returns portal to send the faulty item back to us.
3. Refund or Replacement: After we receive and inspect the returned item, we will process either a refund or replacement.

In cases of extensive damage, we may be able to offer a refund or replacement based on photographic evidence or further investigation. We’ll assess each situation to find the best solution for you.

If you wish to cancel an order not related to a defect or misdescription:

• You are responsible for return shipping costs.
• Original shipping charges are non-refundable.
• To be eligible for a refund, the item must be unused, unopened, and in re-saleable condition, within 14 days of receiving it.

If your order includes a free gift, please return it with the purchased item. If the free gift is not returned, we reserve the right to deduct the value of the free gift from your refund.

If your order is damaged, missing, or lost during shipping, please notify us within 7 days of the expected delivery date.

• Damaged Goods: Provide photographic evidence of the damage. If photo evidence is not possible, you will be asked to return the product to us.
• Missing or Lost Goods: We will investigate the issue. Claims for lost goods in transit can be processed after a waiting period of 10 days from the dispatch date.

Refunds or replacements for damaged, missing, or lost items will only be processed once the investigation is complete.

If your package is returned to us due to address issues, customs issues, or other delivery problems (e.g., unclaimed, refused), we will issue a refund for the purchase price of the product once we have received the item back. However:

• Shipping fees (both original and return) will be deducted from your refund.
• We do not reship returned items. You may be responsible for any additional shipping fees or costs incurred.

If there’s an error in your shipping details or an issue with the delivery (e.g., wrong address, refused package), we cannot issue a refund or replacement for lost or damaged items resulting from these errors.

Please note that the delivery address provided at the time of placing your order is directly copied to our shipper. Therefore, it’s essential to double-check your shipping details before completing your order to avoid any issues.

Non-faulty Returns: Refunds for non-faulty returns will be processed within 14 business days of receiving the returned item. Delivery charges are non-refundable for non-faulty returns.

Faulty Returns: Refunds for faulty products will be full refunds, including delivery fees, once the returned item has been received and processed.

Refunds will be made to the original payment method and may take up to 1 week to show in your account, depending on your payment provider.

Refunds are always issued in the same currency that was used for the original purchase (e.g., GBP). Because exchange rates fluctuate, the refunded amount may differ slightly from the original payment amount due to the difference in conversion rates.

Please ensure that the items are returned in suitable packaging to avoid damage in transit. We recommend taking a photograph of the item before returning it, especially if you are concerned about damage during transit. If the item is returned in an unsatisfactory condition (e.g., if it has been damaged or used beyond what is reasonable), we reserve the right to deduct a portion of your refund.