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Returns Info

Refunds and Exchanges

In all cases our comprehensive terms and conditions set out the definitive guidelines and principles under which returns, exchanges and refunds take place, and how and when to make returns to us. Here are some of the key points.

I have received an order but find I don't like one of the products. What are my options?

So long as this isn't a personalised product, you can return the product for a refund or to exchange it for something else. You have to pay the cost of returning these items, and the return should be made promptly.

How long do I have to make a return?

Legislation gives you 7 working days (14 outside the UK) to 'cancel an order' – i.e. to return it. We expect to have a product back from you within that 7 working days or had notification from you that you are sending it back. In any case, it should reach us within 15 working days of the date of our delivery/dispatch note.

Are there any guidelines for sending things back to you?

We recommend using a secure delivery method needing a signature upon receipt. It's your responsibility to make sure the goods aren't damaged in transit on their return to us: some products will be more fragile than others, and will need to be boxed and wrapped - reuse the original outer packaging if it's suitable for the product(s) you want to return. Some products are particularly large and/or unusually shaped: if you want to return these but are unsure how best to do so, please call and we will see if we can offer any advice.

We will include in your order a Delivery Note. Highlight on it the item(s) you want to return, and tell us your reason(s) for doing so – use the reverse of the page if needed. Include this in your parcel, and send it all to our registered address (46 King William Drive, Cheltenham GL53 7RP).

The parcel was damaged and one of the products has been broken. What do I do?

If something is damaged in transit, please call or email us straight away with details. Usually we will ask for the goods to be returned to us as soon as possible so that we can inspect the damage. If you can email photographs to show the extent of the damage inflicted on the parcel and the product, we may be able to decide on the best way to proceed without the goods themselves. Generally we expect to replace it free of charge, or refund you if you prefer along with any postage costs you incurred in sending it back – don't forget to send us a proof of posting certificate or receipt to confirm how much you paid.

What if something is faulty?

Just as for broken products, please call or email us straight away with details. Usually we will ask for the faulty goods to be returned although photographs may allow us to assess the nature of the fault without the goods themselves. We will then expect to replace it or refund you if you prefer along with any postage costs you incurred.