Returns & Refunds FAQs

We are certain that you will be pleased with your purchase, but if there is a problem and you need to return an item, don't worry; we have been selling online for over a decade and have a return policy.

What is your return policy?

We want you to be completely happy with your purchase and understand that sometimes things just don't work out. That's why we follow the UK Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 to protect you.

If you're not satisfied with your purchase for any reason within 90 days of receiving it, you can return your unused purchase using our global returns portal to generate return labels effortlessly, no matter your location. Whether you're in London or Tokyo, our courier services are here to assist you.

We do reserve the right to charge a handling fee from your refund if the value of the items has been reduced as a result of you handling the goods more than required. However, we want to assure you that you can handle the products in the same way as you would if you were evaluating them at a store.

What should I do if I want to cancel my order?

If you have not received notification that we have dispatched your purchase, please use the contact page as soon as possible to arrange a cancellation.

If you got a shipping notice, you must go through the returns process after you get your order.

How do I return something?

Returning your purchase is now simpler and hassel-free than ever. Our global returns portal allows you to generate return labels effortlessly, no matter your location. Whether you're in London or Tokyo, our courier services are here to assist you.

Can I exchange an item?

While we understand the convenience of exchanges, our system is designed to ensure a faster resolution for our customers.

Instead of exchanging items, we encourage customers to return the item(s) through our global returns portal for a refund. This allows you to swiftly repurchase the item or explore alternatives on our website.

Is it necessary for me to pay for return shipping?

Any return shipping fees are the responsibility of the customer.

When can I expect to receive my refund?

Please wait up to 21 days for the processing of your refund. However, the vast majority of refunds will be processed far more quickly.

We only offer refunds onto the original payment method used to make the order.

Will I get reimbursed for my original shipping costs?

Any shipping fees for the initial order are not refundable for orders placed outside of the United Kingdom.

Will taxes and duties be refunded when I'm returning an item?

Please see our taxes FAQ

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    We are committed to playing our part to protect the natural world for
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    offset what we cannot yet reduce by investing in a range of carbon
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