Changed your mind or not your size?
you can return your item to us within 14 working days of receiving it,
providing it is new, unused and complete (including, if applicable, instruction
manuals, fixings, screws etc). You’ll need to pay for all postage costs sending
the item back to us. We’ll issue you a full refund for the amount you originally
paid on placing the order.
Not what you ordered or missing an item?
have sent you an incorrect item, first of all, we apologise! Please contact us
as soon as possible (email@example.com); we will have
the correct item out to you as quickly as we possibly can.
Something wrong from the
If your product arrives damaged or
faulty, or develops a fault within 30 days of receiving it, please let us know
as soon as possible. We will endeavour to get the fault resolved as quickly as
possible. We will repair or replace the item, or if you prefer, issue a refund.
As long as you notify us beforehand, we will cover the postage
Something wrong further down the line?
product develops a fault during its warranty period, please stop using it
immediately and contact us. We will have the product working again as soon as
possible, either through repairing or replacing. We will cover all postage
What you need to do
us at firstname.lastname@example.org as
soon as you can, and we will advise you from there. Make sure you include your
order reference number. For the quickest resolution, include digital photos of
the item or fault in question in this email.
When you return the item, we'll ask you to print,
complete and include our returns form - you can download this here
What returns services do you
Smaller items, such as clothing and
shoes, can be returned using Collect+ - a service where you can drop off at a
local newsagent at your convenience. We can also arrange Parcelforce/Post Office
to collect from your home or work.
For items up to 30kg in weight, we use
Parcelforce for the return, who will collect from your home or place of
Bulky items can only be returned with
Tuffnells, who again will collect from your home or work.
Please note, these are all paid services and
are not offered free, unless we've sent the wrong item, or there's a fault with
There are a few other pieces of information to be
- There are no returns on items that are not 'off
the shelf' - so any custom fit, personalised, made to measure products cannot
be returned in any circumstances
- If a product has been mis-used, abused or
deliberately damaged, then we will not accept any returns, nor issue
replacements or refunds
- If we send you an incorrect item, we may post a
replacement to you before collecting the incorrectly sent item so that you get
your proper item with miminal delay. If we have asked you to return the
incorrectly sent item to us, and you do not within 30 days, we will charge you
for the incorrect item.
- If you have asked for a refund to your credit
card, please note it may take up to a week for it to appear back on your
- If you have not contacted us before
returning an item, then we may not accept the return
- If you do not include a cover note with
the return, we will be unable to idenfity it as yours. We will hold the item
for 1 week before disposing or returning to stock.
is the returns address?
Please send all returns to:
Units 3-4 Lower
Please note - if you haven't already contacted us
to arrange or authorise the return, we will be unable to process it.
Please also remember to include a completed returns
form with your order (you can download this here).
This allows us to process your return as quickly as possible.