Returning your items
You cannot return the following unless they are damaged or faulty:
- Goods which have been mixed after delivery and cannot be separated
- Custom-made or personalised items
- Perishable items (that is, items that naturally deteriorate)
- Items with a protective seal that has been broken or removed (due to health-protection or hygiene reasons)
- Medicines or services provided on prescription
Where do I send returns?
Once you've told our Customer Care team about returning your items, please post them to:
160-164 Lancaster Road
Access via Lady Street
Unfortunately, we cannot pay the costs of returning your items, and will not be liable for any damages caused in the post. These terms do not apply to faulty or damaged goods.
Make sure that any items you return are securely packaged. We recommend you send all returned items by ‘Signed for’ or ‘Tracked’ delivery.
How long will it take to process my refund?
We aim to process your refund within 24 hours of receiving the returned goods. However, it can take up to 14 days for you to receive the refund, which will be made by the payment method you used to pay for the goods. Once you've told our Customer Care team that you are returning the goods, you have a legal duty to keep them in a good condition and return them at your expense.
We can deduct an amount from the refund to reflect any loss of value of the goods. This deduction may be equal to the full cost of the goods if the loss in value is the result of unnecessary handling by you. The extent to which you can handle goods is the same as it would be if you were assessing them in a shop before buying them.
Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund the full amount you paid for the goods, including the basic delivery charge, within 14 days of you telling our Customer Care team about the return or providing proof that you have returned the goods, whichever is earlier.