Returns & Replacements
We strive to make sure your products reach you in perfect condition, however, sometimes things can go wrong - we're here to help!
Sometimes things get broken (e.g. glasses) or damaged during transit and we have a simple policy that our customers appreciate. Send us a picture of any damaged item to firstname.lastname@example.org and we will send you a replacement or sort a refund out
We aim to reply to all emails within 24 hours and you can call us on +44 01455 560499 between 9:00 am – 5:00 pm.
Returning unwanted products
You have 30 days (from the day you receive your order) to return any products you don't want to keep. Follow the steps below to return your item to us:
Note that due to hygiene issues we're unable to take back any products that have had a seal broken also wax and fragrances as we're unable to resell these.
You will ned to email us on email@example.com to obtain a returns number, please let us know your order number and the products you wish to return, we will then let you now your returns number to enable you to return it - anything returned without prior authorisation will be delayed.
Package the items in the same way they were dispatched to you. Make sure to include your returns number in the return and a short note explaining why you are returning the order. Unfortunately, tracking a return without a returns number is near impossible so if we don’t have your returns number, we will not know who the order came from and a refund will not be able to be processed.
Send the parcel back to us via your local post office, second class is fine. If the parcel is over 2kg, Royal Mail will not accept it on a second class service. The cheapest option for a return would be to use a service like www.parcel2go.com
Make sure you receive proof of postage from the counter staff or courier company as we're unable to take responsibility for any lost items.
Once the parcel has arrived back with us in good condition, your return will be inspected and your refund processed. Please note the cost of return is to be covered by yourself.
Refunds are made promptly using your original payment method. Payments may take up to 14 days to process. If you haven't received your refund within fourteen working days, please contact us and we'll investigate.