Dispatch
We aim to dispatch Products against orders within 2 working days of receipt of payment which has been cleared (although this is not guaranteed). At times of peak demand or when there are circumstances out of our control, orders should be dispatched within 28 days.
Returns and Refunds Policy
We work hard to maintain high quality standards in all our products. We hope you will be completely satisfied with all our products, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is unused and in fully resaleable condition.
Returns must be made within 14 days of receipt. Delivery and return costs will only be refunded if a product is faulty or damaged on delivery.
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item. This does not affect your statutory rights. We will refund your original delivery and return costs when a product is faulty or damaged, but not when a product is simply unwanted. See the procedure below for returning an item.
If you are dissatisfied in any way with our service or our products please let us know.
How to Return an item
Contact us with your name, address, order number, product details and reason for return. You will be issued (usually by email to the email address you supplied when placing your order) with a Returns Authorisation Number. Please include this in your returns parcel. (We recommend you obtain a certificate of posting). Once we have received and checked the returned items we will issue the refund, replacement or exchange. We are unable to accept returned Products without a valid Authorised Returns Code.
Products Damaged on Receipt
Our products are delivered by The Royal Mail and Parcel Force in the UK and associated carriers worldwide. Please contact us immediately if products are damaged on receipt, following the procedure above. We will refund your original delivery and return costs and arrange for a replacement to be sent out.
Products Lost in Transit
The vast majority of orders are delivered on time, but occasionally items may go missing. Please see the details below for what to do if you suspect that an item has been lost in transit.
Step 1
For orders placed for delivery in the UK, ALLOW 7 WORKING DAYS FROM THE DATE OF DISPATCH. For orders placed for delivery outside the UK, ALLOW 13 WORKING DAYS FROM THE DATE OF DISPATCH. We shall send you an email to tell you when we have dispatched an item.
Step 2
1. Contact your local sorting office or holding office of the carrier to make sure they are not holding any items for you.
2. Make sure you note the name of the person you speak to, and the address of the sorting or holding office, as you will need this information to continue with your claim.
3. If the sorting or holding office is NOT holding items for you, contact us making sure you provide the information above, together with your order number, name and full delivery address.
Step 3
We will deal with your claim (usually within 1 - 2 days) and pending completion of our investigation, we may send out a free-of-charge replacement item. We will not send replacement items unless you have followed the above procedure.
