FAQ's

What is your returns policy?

We accept eligible returns requested within 14 days of delivery. Once your return has been requested, the item must be sent back within a further 14 days.

Items should be returned in their original condition and packaging where reasonably possible.

How do I request a return?

You can request a return through your customer account on our website.

Once your request has been reviewed, you will receive further return instructions.

Please do not send an item back before submitting a return request.

Who pays for return postage?

For change-of-mind returns, customers are responsible for arranging and paying for return postage.

We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

If your item is faulty, damaged, incorrect or not as described, please contact us so we can assist you.

Can I cancel my order?

If your order has not yet been fulfilled or dispatched, please contact us as soon as possible to request a cancellation.

Once an order has been dispatched, it will normally need to be handled through our returns process.

Your statutory consumer rights are not affected.

What if my order arrives damaged or faulty?

Please contact us as soon as possible with your order number and photographs of the item and packaging.

If your item is faulty, damaged, incorrect or not as described, we will work with you to resolve the issue in accordance with your consumer rights.

Will I have to pay import duties or customs fees?

International orders may be subject to import duties, local taxes, customs charges and carrier handling fees imposed by the destination country.

Unless these charges have been collected at checkout or the shipment is specifically sent with duties prepaid, any applicable import charges are the customer's responsibility.

These charges are separate from the product price and shipping cost paid to us and are determined by your country's customs authorities or delivery carrier.

We recommend checking your country's import requirements before ordering.

Why wasn't I charged customs fees at checkout?

We do not necessarily collect destination-country import duties and customs charges through our checkout.

Depending on the destination and shipping service used, charges may instead be collected separately or may be prepaid as part of the shipping service.

What happens if I don't pay my customs charges?

If customs or the delivery carrier requires payment before releasing your parcel, failure to pay may result in the parcel being delayed or returned to us.

If an order is returned to us, we will contact you once it has been received and any refund due will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.

Are original delivery charges refunded on returns?

For eligible change-of-mind cancellations where you are entitled to a refund under consumer law, the cost of our standard delivery service will also be refunded.

Any additional amount paid for an upgraded or express delivery service is not normally refundable.