FAQ's

FAQ's

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the online message centre or call us on 07866 316241. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
• If we sent you the wrong item
• If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the inspections of the item. Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service on the online message centre or by phone on 07866 316241.

Your statutory rights

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.