Returns & Exchanges




What is your returns period?

We are happy to offer all our online customers purchasing from within the European Union a period of 30 days to return any purchased items for a refund or exchange.  This period runs from the date of purchase to the date we receive the returned item/s at our premises.

We allow this enhanced period, which is more than double the legal minimum provided for by the Consumer Contracts Regulations, so that all our customers have enough time to fully consider the appropriateness of the product they have purchased and for them to have the items returned to us within this 30-day period.

 

Does this refund include the cost of postage?

Cost of postage up to the value of ‘standard delivery’ will be included in the refund.

Our definition of standard delivery is £2 to UK addresses and £6 to addresses within the European Union.

If you elected to receive your goods by any form of enhanced delivery, the cost of delivery above our value of standard delivery will unfortunately not be included in the refund.

 

What about purchases made from outside the European Union?

For customers purchasing outside the European Union, we will honour this 30-day refund period, but we are unfortunately not able to extend the refund to cover any postal charges (i.e. we will refund the cost of the product only).

 

Who pays for items to be returned?

Unfortunately, we cannot be responsible for the cost of returning any unwanted goods to our premises, whether for refund or exchange.

 

What if I have received an incorrect or damaged item?

Any costs of postage will be met by us if damaged, defective or incorrect goods have been sent out.



Who pays for replacement items to be sent back out?

United Kingdom

Any replacement goods will be sent out to UK addresses by standard delivery (Royal Mail 2nd Class) free of charge.  

Europe

We reserve the right to levy a £10 charge to assist with the cost of delivery for replacement goods to be sent to an address within the European Union. 

 
Given that it is not entirely clear who is responsible for the goods whilst in transit during this period of exchange, for our mutual protection we would insist upon a tracked and insured (enhanced) level of postage, ensuring that the risk is borne by the postal services. 


Outside the EU

If exchanging from outside the European Union, an £14 charge will be levied for delivery of replacement goods.

 Given that it is not entirely clear who is responsible for the goods whilst in transit during this period of exchange, for our mutual protection we would insist upon a tracked and insured (enhanced) level of postage, ensuring that the risk is borne by the postal services.



What is the address to which returned items should be sent?

All items should be returned in an unworn and as new condition to 70-72 Northgate Street, Chester, Cheshire, United Kingdom, CH1 2HT.

Please remember to include a completed refund and exchange form, included with every purchase, whenever returning any items for exchange or refund.


You have still failed to answer my question!

Not only would we like to have the opportunity to assist you personally, we would also really appreciate your help in addressing this gap in the information we are providing to our customers.

Any customers who can help in this regard would receive a 10% discount on a future purchase.  You deserve it for having read this far!