How to send something back and how refunds work. We aim to keep returns simple and fair, and your statutory rights are always protected.
If something is not right, we want returning it to be straightforward. In most cases the process is the same few steps, whether you have simply changed your mind about an eligible item or something has arrived faulty.
For most goods bought online in the UK, the Consumer Contracts Regulations 2013 give you a statutory right to cancel within 14 days of receiving your order, and a further 14 days to return the goods, for a refund. Some items are excepted — for example sealed hygiene or personal-care products once opened, or made-to-order items.
This statutory right always applies, regardless of any additional change-of-mind window we may offer. The precise wording of our returns policy will be confirmed before launch, and your statutory rights are not affected by anything on this page.
If an item arrives faulty, damaged or not as described, contact support with your order reference and photos where possible, and we will guide you through the next steps. Depending on the situation, that may be a repair, a replacement or a refund. Your statutory rights are not affected.
Some items may not be returnable once opened or used — for example certain personal care or hygiene products — unless they are faulty. Any exclusions are made clear, and the exact list will be confirmed before launch. Nothing here removes your statutory rights for faulty goods.
Once your return has been received and checked, your refund is issued to the original payment method used for the order. How quickly it appears then depends on your bank or card provider. See our Refund policy for full details.
Where an item is faulty, damaged or not as described, we cover the cost of returning it. For change-of-mind returns, responsibility for return postage will be confirmed before launch and set out clearly in your return instructions.
How do I start a return?
Contact our support team with your order reference and tell us which item you would like to return and why. We will confirm eligibility and send you clear return instructions.
How long do I have to return an item?
For most goods bought online in the UK you have a statutory right to cancel within 14 days of receiving your order, and a further 14 days to send the goods back. Some items, such as opened hygiene products, are excepted.
When will I receive my refund?
Once we have received and checked your return, the refund is issued to your original payment method. How quickly it reaches you then depends on your bank or card provider.
My item arrived damaged — what should I do?
Contact support with your order reference and photos where possible. We will arrange a repair, replacement or refund as appropriate, and cover the cost of return. Your statutory rights are not affected.
Are any items non-returnable?
Some items, such as certain personal care or hygiene products, may not be returnable once opened or used unless they are faulty. Any exclusions are made clear and will be confirmed before launch.
Who pays for return postage?
We cover return postage for faulty, damaged or incorrect items. For change-of-mind returns, who pays for return postage will be confirmed before launch and set out in your return instructions.
Still need help?
Our UK support team is happy to help with anything.
