Refunds/Exchanges
Our goodwill returns policy, which is in addition to your statutory rights, allows you a refund or exchange of goods bought online or in the shop with proof of purchase within 15 days of purchase. The goods must be returned unused and within their original packaging. The original postage charge will not be refunded unless the item is faulty or damaged. Please refer to our returns information for more details.
Returns Information
- Cancelling an order –
If you have placed an order on our website and you wish to cancel it, please contact our Customer Service team via Email or Phone as soon as possible. If the order has already been dispatched we can attempt to request for the couriers to return the items here, or you can refuse delivery when delivery is attempted.
- Failed deliveries –
We send all of our items on a Leave Safe service, meaning they can be left with a neighbor or in a safe place if you are not at home. The courier will photograph the item and where it is left as a proof of delivery. If this is a problem, please contact our Customer Service team via Email or Phone before ordering so we can discuss alternative delivery options.
The couriers will attempt delivery a total of three times before returning the parcel to us. If the courier has been unable to deliver and there has been no safe place or neighbour to leave the parcel with, it will be returned to us and we will process a refund.
- Pallet deliveries –
Items weighing 30kg or over will be delivered on a pallet. If you have to select a pallet delivery, please ensure someone is at home to accept the pallet on the delivery date or that there is a safe place to leave the pallet to avoid it being returned to us. If there are any access issues (narrow roads etc) that will affect a lorry delivering your order on a pallet, please let us know ASAP. Further charges may be incurred if a pallet delivery fails due to the driver not being able to gain access.
If you wish to discuss any of the above before ordering, please contact our Customer Service department via Email or Phone . We are open Monday – Friday 8:30am – 5:30pm
Returns & Replacements
Faulty Items:
Before returning a faulty item to us please contact our Customer Service department via Email or Phone . We will usually ask for a photograph showing the fault with the item but in some cases we may ask for the item to be returned to us for inspection. If the item is faulty, we will either repair or replace as necessary.
We will not reimburse postage charges for any items sent back to us without confirmation from our Customer Service department.
Non Faulty Items:
If any item does not meet your expectations you can return this to the postage address below. It must be returned unused within 15 days of receipt of your order. We advise that you obtain proof of the return from the carrier.
Please note: We can only cover the cost of return for faulty or damaged items.
Address for Returns:
Riverside Building, County Hall, London SE1 7PB, United Kingdom