We offer a fair and mostly FREE returns service should you change your mind, need a different size or receive a faulty item. If you decide to return an item please do so within 14 calendar days of receiving your order. We're happy to provide a free returns label and pay for the delivery cost of replacement items for UK customers.
Please refer to the notes below to see how to get a refund or replacement as you need, then refer to the following:
If your item is less than 20kg and smaller than 61cm (L) x 46cm (W) x 46cm (D) please visit our returns portal at Royal Mail and follow the instructions: https://www.royalmail.com/track-my-return/create/3883
Please make sure there is something inside the package, with your name and address, the reason for return and what you would like us to do (refund, replace etc.) or we won’t be able to process it and you will not receive a refund or replacement
The notes below have additional detail about how we will handle your return and other advice so be sure to give them a once-over.
About Returns, Replacements & Refunds
Getting a Replacement Size
The quickest / easiest way to get an alternative size is to re-buy it and then we will refund back the previous order once received. We’ll also refund the delivery charge on your second order, if appropriate to ensure you only pay one delivery charge overall, or to maintain free delivery claimed. If you don’t want to re-order then we will wait to receive the old item back before replacing it for you.
Partial Refunds/Refunds & Free Delivery Charges
If you return an item for a refund (from an order with several items) and as a result, the total value of your original order drops below the free delivery threshold, we will apply the appropriate delivery charge back to your original order before processing your refund.
If you are requesting a refund on all items ordered we will apply the appropriate delivery charge before processing your refund.
Express Delivery Charges / Surcharges
Express delivery charges and surcharges paid will not be refunded.
Return Items as New in Complete Packaging
Please return all items in their original packaging. We reserve the right to charge for incomplete items and items that require cleaning or refuse the return entirely at our sole discretion.
We're happy to fund the delivery cost of replacement items - typically it will cost us about £8 - £10 to get the parcel back and then send out a replacement. However, if you want to return an item that has already been replaced, we reserve the right to charge the cost of the postage, in both directions, before processing for you.
Return the Item Within 14 Days
Please do not delay returning the item(s). If we don’t receive your item within 14 days of issuing the return we reserve the right to reject it and potentially charge for returning the original item(s) back to you.
We Try to Process Returns Quickly & Try to Act Fairly
Returns are as important to us as orders; so we do our best to process them as quickly as possible. We act fairly in how we deal with returns and often might go the extra mile to keep you happy, but there is a limit to how much goodwill we can show and sometimes we will act appropriately to protect our business and that might mean saying no to your request. Thank you in advance for your understanding.