Returning a faulty or damaged item
If there is something wrong with your parcel when you receive it, please contact us within 5 working days. You can contact us by calling 028 9691 8775, or email us via our web form. If possible, we would appreciate photographs of the issue by email.
A member of our customer service team will help you by providing a free-post return label so that you can get the package back to us. Once we have received the items back from you, a refund will be processed – this can take up to 14 days.
If your package is damaged, it is important that you tell the delivery service before signing for the parcel.
Cancelling and returning an order
In line with your statutory rights, if you decide you no longer want the items in your order, you may return them to us, however this will be at your own delivery expense. We recommend that you send all returns using a tracked service, otherwise we won’t be able to refund you if the parcel gets lost in the post.
In order to returns the items, they must not have broken seals, be un-used and be in the same condition as when you received them.
You have 14 days to notify us that you wish to return your items. Please contact our customer service department on 028 9691 8775 or email us via our contact form so that we can assign you a return reference. Do not return your items without a return reference.
Once we have given you a return reference, you have 14 days to return the item to us at your own expense.
We will acknowledge delivery of your returned goods by email. Once received, a refund will be processed within 14 days.
In order for us to receive products back undamaged, we recommend that you return them in the original packaging. We reserve the right to withhold a refund where inadequate packaging has been used.
You as the customer will be liable to cover the cost of return postage. We recommend using a tracked service as we will not be able to issue a refund for an item lost in transit.