How do I submit a return?
If you are returning goods for a refund then please contact us at firstname.lastname@example.org or use our contact form to request a return stating your order number in the subject line.
Take me there (the easy way)
Once we have authorised your return, please package your goods securely and send to the return address provided in the next section, Where do I send returns to?.
If you are returning goods for an exchange or replacement, please follow the same instructions as above and re-order from our site as normal.
Important: Please contact us before sending us any return goods. Goods sent to us without return authorisation will not be processed and will not be sent back to you.
Where do I send returns to?
Once you have requested a return as laid out in the previous section, How do I submit a return? and you have received return authorisation from us, please package your goods securely, including the original delivery note or invoice where possible (or a piece of paper with your order number) and send to:
PO Box 553
We recommend that you send your return items to us using a traceable delivery service.
Please see the next section, How long until my return is processed? for more information about how and when your return is processed.
Important: Please contact us before sending us any return goods. Goods sent to us without return authorisation will not be processed and will not be sent back to you. Likewise, any returns received without a delivery note or order number, means that we cannot identify who the return came from, and the return will not be processed.
Do I have to pay for the return postage?
We do not have the facility to provide pre-paid postage labels, so in any case where you need to return an item, it will be your responsibility to pay the return postage costs. We also suggest posting your returns using a traceable delivery service.
In the case where an item is faulty or there is a problem with your order as a result of our error, then your return postage costs will be refunded.
Note: Any returned items which are lost in the post or otherwise not received at our return address, will not be processed or refunded without appropriate proof of postage being provided.
How long until my return is processed?
After your return is received, it may take 24 hours for our warehouse to sort and check your return before we issue a refund.
Once a refund has been issued, you will receive email confirmation that your order has been refunded. Depending on your payment method, it may take an additional 3 working days for the funds to appear back in your account.
If you have returned your order for an exchange or replacement, you will need to re-order from our site as normal, as described in the section, How do I submit a return?.