We hope that you will be happy with the goods purchased from us, and that they arrive in the same condition as they left us. However, sometimes things can go wrong; if they do, we're here to help.
When your order arrives you should inspect it promptly. Should your goods arrive damaged or faulty in any way, contact us immediately by either email, telephone or the 'Contact Us' button at the top of any page on the website. We may ask for photographs of any damage/faults to be sent to us electronically in lieu of, or prior to, any return to allow us to assess the problem and expedite the resolution process. Once all the details are gathered we can offer repairs or replacements as suitable. If we arrange for the item(s) to be returned to us, this will be at our expense.
We reserve the right to dismiss claims for items damaged in transit submitted more than 14 days after the delivery date.
We cannot accept returns due to damage or faults caused by accident, misuse, neglect or normal wear and tear.
In accordance with the Consumer Contracts Regulations 2014 (which has replaced the Distance Selling Regulations 2000) we can accept returns on any item ordered from us, within 14 days of delivery. You must to inform us that you wish to return item(s) from your order within that 14 day time frame or we reserve the right to reject your return request. Items to be returned must be in 'as new' condition and may have been opened to inspect them, but only as much as would be considered acceptable in a shop. We reserve the right to make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you (for example, opened fragrance bottles). Whilst in your possession, you must take reasonable care if the items.
If you wish to return item(s), you may either:
Please note we do not accept ad-hoc returns without prior authorisation from ourselves; we reserve the right to reject delivery of items without the proper RMA (Return Merchandise Authorisation) code displayed.
Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs paid if you selected a type of delivery other than the least expensive type of standard delivery offered by us). We will not be liable for costs incurred by you in returning the item(s) to us, nor can we be responsible for items lost or damaged in transit to us. We always recommend a properly insured, tracked delivery service for returns. You are also welcome to return goods directly to our shop.
Refunds will be processed the same or next business day that the returned goods are received but please allow 3-5 days for the refund to reach your account.
You are welcome to cancel orders up until the point of despatch. As we attempt to despatch orders the same or next business day, for order cancellations you must contact us as soon as possible, ideally by telephone on 01623 333 026. Our full contact details can be found on the homepage of the website. Should your order have already been despatched, please follow the Returning Goods procedure above once it arrives.