Returns & refunds
We want you to feel confident about your order. Here is how to get help with a return, an incorrect item or a product that has arrived damaged.
Start a return
Contact us through the customer-care form with your order number, the item you want to return and the reason. We will explain the next steps and provide the appropriate return instructions. Please wait for those instructions before posting anything back. This policy is in addition to your rights under applicable consumer law. Nothing here removes a remedy you are entitled to for faulty, unsafe, misdescribed or incorrectly supplied goods.
Changed your mind?
For our voluntary change-of-mind returns, contact us within 14 days of delivery. Items must be unused and unopened, with hygiene seals, original packaging and any supplied accessories intact. Please retain proof of purchase. For hygiene reasons, opened or used cosmetics and personal-care items are excluded from this voluntary offer. This exclusion does not apply where an item is faulty, unsafe, misdescribed or where the law gives you a right to return it. Any product-specific exclusion from the voluntary offer will be stated before purchase.
Damaged, faulty or incorrect items
If something is wrong with your order, contact us as soon as you can. Tell us what happened and retain the item and packaging while we investigate. Do not continue using an item that appears unsafe. We will work with you on the appropriate remedy, which may include a replacement, repair where appropriate, or refund in accordance with your rights. The 14-day change-of-mind window and unopened-item conditions do not restrict those rights.
Return delivery
For a change-of-mind return, you are responsible for the reasonable cost of returning the item unless we agree otherwise. Use suitable protective packaging and keep proof of posting. For a faulty, damaged, misdescribed or incorrectly supplied item, we will arrange or reimburse reasonable return delivery where required. Contact us first so we can agree the safest and most suitable method. Do not send returns to an address found on third-party packaging.
Refunds
Once we have reviewed the return, we will let you know the outcome. Approved refunds are returned through the original payment method where possible. We aim to initiate an approved refund within five working days; your bank or payment provider may need additional time to show it. Any shorter legal deadline still applies. Any delivery-charge refund will be handled in line with the reason for the return and your legal rights. We will explain the refund amount and any lawful deduction before processing it. Sale prices do not remove your rights for faulty or misdescribed goods.
Cancellations and exchanges
Contact us promptly if you want to cancel or change an order. We will help where the fulfilment stage allows, without limiting any cancellation right provided by law. If it has already been dispatched, we will explain the available return options. For an exchange, contact us to check availability and the next steps. Please do not place a replacement order expecting an automatic refund of the first order.
Need a hand?
Our customer-care form is the best place to ask about an order, a product or these policies.