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COVID-19 - UPDATE TO OUR RETURNS TIMEFRAME
To assist you while the current restrictions due to Covid-19 are in place, if you return an order within 30 days of notifying us of your intention to return it (in accordance with the below), you’ll get a full refund to your original payment method.
Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods. You must inform us of your wish to cancel in writing either by:
- completing the returns form on the website; or
- email to [email protected] ;
- calling us on 0345 606 0990
within a period of 14 days beginning on the day after the day you receive your goods.
You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel.
If you return goods to us, we will not be responsible for any loss or damage to them during transit. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.
Proof of Postage
We strongly recommend that you use a recorded or secure delivery method and retain all proof of postage.
We aim to refund you within 14 days of receiving the returned product(s).
Unwanted products returned after 14 days
We don't accept returns for unwanted products after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
How do I return a product?
Please note, we are unable to refund or exchange products that do not reach us, so we strongly recommend you purchase additional proof of postage services.
We will not refund to you the cost of returning the goods unless the goods are faulty.
What products are excluded from the returns and refunds policy?
The following items are excluded from our goodwill returns policy, unless faulty or not as described:-
- personalised or made to specification goods
- clearance items reduced to half price or less
- perishable goods including but limited to fresh flowers and food
- hats & hair accessories which have been worn
- cosmetics, toiletries & towels that have been unsealed and opened
This does not affect your statutory rights.
When will I receive my refund?
Once we receive the relevant product(s) back in its original condition, we will process your refund.
Your refund may take up to 14 days from the day on which we receive the product back from you. The refund will be paid back to the original debit, credit or charge card used to purchase the product(s).
Damaged, Faulty or Not as described Goods
You have a legal right to return any product that:
- does not match the description on our website;
- is not fit for its intended purpose; or
- is not of satisfactory quality.
You are entitled to a refund if you tell us this within 30 days of receipt of the product, or you may request a replacement product instead. In either case, you will need to return the product in question to us.