Christmas Extension: We're confident that your gift selections will bring joy and delight this holiday season. However, should you or your recipients find that a product isn't quite what you expected, we've got you covered.
To spread the holiday cheer, we're pleased to announce a special Christmas Extension to our refund policy. You can request a free return for any item ordered from 1st October 2023 until 31st January 2024.
Note: Free Returns only applies in United Kingdom.
Our usual rules apply for returns; please follow the guidelines below.
Before sending your item to us, please email our customer service team at firstname.lastname@example.org. Make sure to include your name, order number and the reason for your return (we will need all 3 points to generate your free returns label).
Once our team has received your message and provided you with a free postage label, kindly return the item in the same condition as you have received it.
Refunds (if applicable)
We will send you an email to notify you that we have received your returned item. After your item has been checked, your refunds will be issued to your original method of payment. Please note that it may take 5-7 working days to reach your bank.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Late or Missing Refunds (if applicable)
Please note that it may take some time for your refund to be officially posted in your bank account after we’ve processed it.
If you haven’t received a refund 7 days after we have issued an email notification of your return reaching us, please contact us at email@example.com so we can investigate for you.
Sale items (if applicable)
Unfortunately we are unable to offer returns on sale items.
Exchanges (if applicable)
Feel free to use our free returns service to return your item for a full refund and simply order the alternative design you prefer.
Please note: Unfortunately we do not have the facility to offer direct exchanges and we are unable to refund the original cost of delivery.
Faulty Items (if applicable)
If you receive a faulty item, please don't hesitate to reach out to us within 5 days of noticing the defect. Simply send an email to firstname.lastname@example.org with your order number, a description of the fault, and any relevant photographs.
Once our team has received your email, we will assess what might have been the issue and provide you with the following options:
1. A full refund: If the fault is deemed significant and not easily fixable, you will receive a complete reimbursement for the item and any shipping costs incurred; or,
2. A repair or replacement: If the fault is deemed minor, we will offer to repair or replace the item at no additional cost to you.
Please note that before we process your refund or item replacement, we may ask that you send us the faulty item for assessment. If the fault is confirmed, we will send you a return shipping label or reimburse you for the cost of return shipping.
Also note that our returns policy does not cover faults or damages caused by misuse, improper care, or natural wear and tear of the product. Free Returns only applies in United Kingdom.
Your satisfaction is highly important to us and we will work with you to resolve the issue as quickly and efficiently as possible. Please do not hesitate to contact us if you have any questions or concerns!