Return & Exchange
You should follow the retailer's policy to process any return/exchange. However, in case you believe that the retailer is not helpful or they are not fully following the Customer Rights Act 2015 (UK), please feel free to contact us. We will provide assistance to communicate with the retailer.
Our returns policy is based on Customer Rights Act 2015 (UK) which is available to browse online here.
Before placing an order on our online shop, please make sure that you have read and understood the product description. We aim to provide you the best products and services. However, there might be occasions that you want to refund or exchange your purchase.
If you purchased directly from us
After the purchase, if you changed your mind or if you thought that the product is faulty, please inform us via email to firstname.lastname@example.org within 14 days. Or you could use the online contact form. Please return the item unused and a valid receipt to us within 14 days from the date you inform us. 'Unused item' means undamaged item with original package and labels. We will then offer a full refund to your original payment method or we will send you an exchanged item upon request. The refund/exchange may take up to 14 days after we receive the returned item.
In a few occasions, you might think the item that you have bought is faulty after 14 days of receiving it or after you have used it, we are still able to refund or replace it. In this case, sometimes, you may need to provide proof of faulty due to quality issues but not due to damage after purchase.
Personalised items can not be returned if not faulty.
If you purchased from one of our cooperative retailers
If you need to discuss with us regarding returns/exchanges or the condition of the item, please do not hesitate to contact us.