Refunds & Returns
If something is wrong with your order
When we refund, when we replace, and what we need from you to put it right.
Last updated 10 September 2026
No returns once dispatched
Due to the nature of our products, we are unable to accept returns once an order has been dispatched. This is to ensure the safety, quality and traceability of all items.
That does not leave you without recourse. Refunds and replacements are considered in the four situations set out below.
Missing parcels
If your order is confirmed as lost or missing by the courier, we will arrange either a refund or a replacement.
Order cancellation
If you wish to cancel your order, this can only be done before the item has been shipped. Once dispatched, we are unable to process cancellations.
Orders placed before 2pm are dispatched the same working day, so please contact us as soon as possible.
Damaged or incorrect items
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of receipt. Include photos of the product and packaging to help us resolve the issue quickly. We will work with you to arrange a replacement or refund as appropriate.
Report a problem with an orderFraudulent claims
To protect all our customers, we reserve the right to refuse refunds or replacements for claims we determine to be fraudulent. All claims are carefully reviewed, and we may request additional information or documentation to ensure a fair resolution.
How we handle claims
We aim to handle every issue promptly and fairly, providing support so that any problems with your order can be resolved with as little inconvenience as possible.
Photographs of the product and its packaging help us resolve damage and mis-picks fastest — please include them with your first message.
Something wrong with your order?
Get in touch with your order number and photos, and we’ll put it right.
See also our Shipping Policy and Privacy Policy.
