Cancelling your Order and Returning Products
Subject to the “Personalised Products” section below, you have the legal right to change your mind about your order, without giving any reason, within 14 days of receiving your order. You have 14 days after the day you receive the order to tell us.
To exercise your right to cancel, you must clearly communicate to us your decision to cancel (e.g. a letter sent by post or e-mail). You may want to, but do not have to, use the model cancellation form set out in our Terms of Sale.
If you have received your order, you should send back the products you wish to return to our customer services team within 14 days from the day on which we were informed of your decision to cancel (excluding personalised products, see the “Personalised Products” section below). It will help us to process your return if you use the customer services label on the front of the delivery note and include in your package the delivery note with the returns information completed. You will have to cover the cost of returning the product. We will refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from your proof of returning the product, using the same means of payment as you used for the initial transaction.
Subject to the “Personalised Products” section below, you may also return products beyond 14 days of receiving the product, up to 30 days, subject to the following conditions. For such returns, we will not refund the original delivery costs, and you will be responsible for the return delivery costs. You must pack up the product(s) securely and, using the customer services label on the front of the delivery note, send it back to our customer services team, including the delivery note with the returns information completed.
In order to ensure the safe return of product(s) we recommend that you obtain evidence of postage from the post office and retain this evidence of postage until you have received your refund.
All refunds will be made via the original payment method.
Please note that we cannot accept returns of certain products, such as products stated on the website to be non-returnable or products which have been personalised (see “Personalised Products” section below).
We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition.
You may return to us any product (including personalised products or products otherwise excluded from the cancellation/return rights above) that is damaged, or defective when it is delivered to you, or where we have delivered a product to you in error. You must indicate on the delivery form or on the invoice the reason for returning the product. Once we have confirmed that a product is damaged or defective when delivered, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us.
We sell certain products which can be personalised. If you have placed an order for a personalised product, please ensure you carefully review your personalisation information before submitting your order. In particular, please make sure that you check the name, spelling and grammar are correct as these cannot be changed once your order has been submitted.
We can refuse personalised orders at our discretion. If we decide to refuse a personalised order, your order will be cancelled and fully refunded.
Please note that our terms and policy regarding cancelling or returning your order (see above) does not apply to personalised products unless there is a manufacturing error or product defect.
For further details, please read our Terms of Sale