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, we will send instructions on where to send your return goods. Please package your goods securely and send to the return address provided.
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?
The nature of your return will determine which address we would like you to send the goods to.
The return address will be confirmed once you have completed the previous section, How do I submit a return? and you have received return authorisation from us.
Once we have provided you with the return address, please package your goods securely, including any paperwork requested. 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?
You will be required to pay the return postage costs. In any case where the product is not to standard or the return is a result of our error, then your return postage costs will be refunded.
We recommend that you send your return items to us using a traceable delivery service.
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 24-48 hours to process your return at our fulfillment center or head office 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?.