Delivery and Returns
Goods which have been customised are non-returnable unless faulty.
Under no circumstances will we accept returns that smell of smoke, have been used, are marked in any way or have pet hairs on them. All goods must be returned in the condition they were delivered with any sealed packaging intact.
Items which are not covered under our Faulty Goods Policy are returned at your own cost and you must obtain proof of posting. We recommend using a Recorded or Special Delivery service to ensure that the cost of the goods you are returning is covered in the event of postal loss or damages in transit. All monies will be refunded within 30 days of receipt of the returned item(s).
If within reasonable time a product is found to be faulty, you will be offered either a refund or replacement. These goods should be returned to us so that we can submit them to the relevant manufacturers for a manufacturers report. Please call us to obtain a returns code before returning any item. This will help us to deal with your enquiry promptly. A refund or replacement will only be offered if the manufacturers report deems the item faulty. We will also reimburse you for the cost of returning the item should it be determined as faulty. All returned items are quality checked and acceptance of the returned item as faulty is determined by the result of the manufacturers report. Please note that general wear and tear is not covered by our faulty returns policy. Goods damaged in the post are also not covered under this section. Please see our 'Goods damaged in transit' policy.
We will accept returns for a full refund within 7 days beginning the day after the day on which you received the goods. Items returned after this period and up to 28 days from the delivery will be allowed either an exchange (1) or a credit note (2). Returns cannot be accepted after this period has expired. Postage and packaging charges will apply for the sending of exchange items or future orders purchased with a credit note (3). General returns are not eligible for a refund of the postage and packaging charge for the cost of returning the item to us. Problems with deliveries
All our parcels are clearly labelled with a delivery and return address label. Unless you have chosen one of our signed for services(4) we cannot track your parcel. If your parcel is undelivered within the period stated in our delivery information from the date of your order, you should first contact your local sorting office to see if they are holding it. If your parcel has still not arrived or been returned to us within a 14 working days (UK) or 28 working days (International), we can either redispatch the item(s) or issue a credit note(2) to the full value of your order. We can only issue a refund for a lost item if it is returned to us (please also see our policy on returned parcels below).
Goods damaged in transit:
If your parcel is damaged in transit we will replace the item free of charge. We will require proof of the damage and a written statement so that we can proceed with a compensation claim. Returned Parcels
Insufficient address details:
Parcels which cannot be delivered due to incorrect or insufficient address details (6) provided on your order and are returned to us incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel(3). Parcels will only be resent once the charges have been met. Failure to comply with these charges will result in the order being cancelled and items refunded minus the original postage and packaging charge and the £5 handling charge.
Royal Mail and Business Post will leave a note if you are not there to receive the parcel. It is your responsibility to call either company to arrange a redelivery or collect the parcel. Parcels returned to us marked as 'Not called for' will incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel(3). Parcels will only be resent once these charges have been met. Failure to comply with these charges will result in the order being cancelled and refunded minus the original postage and packaging charge and the £5 handling charge.
(1) The exchange item(s) cannot exceed the cost of the returned item
(2) Credit notes are valid for 6 months from the date of issue. You will not be eligible for change in cash should you not use the whole credit note. Change will be issued as a new credit note.
(3) Charged at our standard rate of £3.95 (subject to change) for UK customers. International customers please call us for a quote.
(4) Royal Mail First Class Signed For or Express Delivery service (UK customers) or Airmail Signed For (International Customers)
(5) We cannot make a claim until 15 days have passed since the sending of the parcel. Parcels marked as 'Addressee gone away', 'Not known at this address'; (6) 'Insufficient/incomplete address' are counted under this classification
Should you need to refuse a parcel for any reason, please contact us in advance to obtain authorization. Business Post parcels refused, will be charged to us at cost of £20.00. If prior authorization has not been given, this charge will be deducted from the cost of the retuned items.