FAQS
UNDELIVERABLE PACKAGES- RETURNED TO SENDER
Occasionally orders are returned to us as undeliverable. Unfortunately orders that are returned to us as undeliverable are not able to be re-shipped. If we receive a “Returned To Sender” package then you will be issued a full refund including original shipping charges. Please note: If the package has been refused by the customer, then we will only refund the product and not the shipping costs. If you would still like to purchase items that were deliverable, you are welcome to place a new order on our website depending on the remaining stock levels. If you have checked your tracking information and suspect your order may be deliverable, please allow 6 weeks for its return to us.
WHEN WILL YOU PROCESS MY RETURN?
Once we receive your return we aim to process it within some working days. Depending on your payment method, this can take some working days to be processed into your account. If you have opted for an exchange on the size of an item and provided we have the exchange items in stock, you should receive notification of the exchange being processed within some working days. Refund and exchange times may vary during sale and holiday periods.
THE PRODUCT I HAVE RECEIVED IS FAULTY
If the item you received is faulty, please contact customer support quoting your order reference number, your name, details of the product and the fault. We will respond to you as soon as possible to acknowledge your issue and from there will request that you send us across a few photographs of the fault. The photographs will be sent across to our representatives from the appropriate brand to determine the course of action. Please ensure you get in touch with us regarding a faulty item before sending it back to us, or we may not be able to issue a full refund on it for you. Please note that we may not be required to provide a refund if you continue to use the goods after discovering the fault.
I'VE RECEIVED A 'CREDIT NOTE' IN MY ACCOUNT, WHAT DOES THAT MEAN?
A credit note within your account is simply a refund. If you paid by card, please allow some working days for the payment to be processed by your bank.