We hope you are happy with your purchase, but if you are for any reason unsatisfied you can return it to us within 30 days of purchase for a refund or an exchange. Alternatively, if you are close to one of our shops, you are welcome to return any purchases made online to either of our London stores. If returning to a store, please bring your proof of purchase (either the shipping invoice or email confirmation that you receive with your online order). Refunds will be made promptly by our staff to the original method of payment, however, it may take the card issuer 5-7 days to return the funds to your card or PayPal account.
Store purchase returns
If you purchased your items in store, we require the original till receipt and we only offer an exchange or credit note. Refunds are only issued on faulty items. If you do not have your original receipt or if you have received a gift without a gift receipt, please let us know the date of purchase from a bank statement and we will try to locate your receipt and a credit will be provided in the form of store credit or an exchange.
If any items have been damaged in transit, kindly please notify us as soon as you receive your order. We will ask for a photograph or for you to fill in a short form from our courier to confirm the damage so that we can replace or refund any damaged items. If there is a manufacturing defect, and the item remains within the manufacturer's warranty period, please describe the issue. Please include photos, where relevant, so we can arrange a repair, replacement or refund for you. Most manufacturers will provide a spare part or offer a repair in the first instance and may offer a replacement, depending on the fault. We will discuss the most appropriate method of returning or replacing items directly with you.
All of our products are sold with a UK warranty. For international customers, we would be happy to assist you with any warranty claims with the manufacturer on your behalf. However, postage or courier costs both to and from the UK will need to be paid by you.
Returning your online order
UK Returns of Incorrect, Damaged or Defective Items
Please contact our customer services team at firstname.lastname@example.org and let us know your order number and reason for your return. If your order was damaged in transit, or if we have sent you incorrect or faulty items, we will arrange with you for the return from your shipping address. Please note that you should ask for a proof of posting for orders up to £50 in value and insurance on any orders above £50 using a signed-for or tracked service. Any orders lost in transit will be the customer’s responsibility if you have not returned the goods using our preferred courier. Contact email@example.com.
If you are returning your goods from outside of the UK, we will advise you of the cost of any return charges, if applicable in your situation. We recommend only using our preferred couriers to ensure the lowest possible cost and full tracking and security for your return. Contact firstname.lastname@example.org.
Returning unwanted items
- The item is unused, undamaged, unwashed, and in its original branded packaging;
- The item is packaged with great care and using the original packing materials, where possible. We are unable to refund or exchange any return that is damaged in transit if the goods have not been carefully packed;
- The packing slip sent with the original order is included with the package (or please provide the order number and your name and address inside the package so we can process your refund);
- If you would like to exchange the return for another item, please note this clearly with your return and we will attempt to ship your new items within two working days of receiving the returned item.
Once we have received the return and checked its condition, we will process your refund within three working days, although, depending on your bank, this may take up to 5-7 working days to be reflected on your account. Refunds will always be made to the credit or debit card or PayPal account that was used to place the order.