Returns where goods are faulty:
Please email email@example.com to inform us of your wish to return goods quoting your order number. You must ensure that the goods are returned to us at your cost immediately by courier in good condition and unused.
The cost of collecting or returning the goods to us must be paid by you unless we agree that the goods are faulty or damaged upon receipt by you. All refunds or re-credits will be undertaken within 14 days of notification of return.
We try to select and package the goods as well as possible to ensure they arrive in good condition. However, if the goods arrive damaged or not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the goods to us within 30 days of receipt.
We recommend that all returned or cancelled goods are returned using a reputable courier such as Parcel Force, DHL or UPS.
Unless the goods are faulty or damaged, we are unable to accept cancellations or returns on personalised/made to order.
You must notify us immediately if you decide to cancel your order preferably by email at firstname.lastname@example.org and quote your order number.
Goods: The time limit for notification of cancellation is 14 calendar days following receipt by you of the goods. We cannot guarantee that we will be able to stop your order once we receive notice of cancellation as the goods may already have been dispatched. In these cases the goods will need to be returned to us.
Services: The time limit for notification of cancellation is 14 calendar days from the day you ordered and paid for the services unless you have requested us to commence the services before the expiry of this period in which case the cancellation period expires when we begin providing the services to you.
Once we have heard from you that you wish to cancel your order within the stipulated time period we will refund or re-credit your debit or credit card with the full amount within 14 days which includes the initial delivery charge (where applicable) which you paid for the delivery of the goods or the services, as applicable.
You must ensure that the goods are returned to us at our address given above at your cost immediately by courier in good condition and unused.
If you cancel a contract on this basis and you do not return the goods to us, we may recover the goods and charge you for the costs we incur in doing so. Similarly, if you return the goods at our expense, we may recover that expense from you.
A full statement of your legal rights under the Distance Selling Regulations may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.