FAQS

When a Package Comes Back to Us

Occasionally, a shipment doesn't reach its destination and is returned to our facility. A returned parcel is not automatically sent out again. The outcome is determined by the reason for the return, as indicated by the carrier's tracking information.

Undeliverable vs. Refused: Two Different Outcomes

If the carrier marks the package as undeliverable, the resolution is a full refund. This refund includes both the cost of the item and the original shipping charges you paid.

A different calculation applies when a delivery is refused at the point of receipt. In this scenario, the refund is limited to the product value only. The shipping costs are not included in the amount returned to you.

Still Want the Items?

If you still wish to receive the products from an order that was returned to us, a new purchase is required. You can do this by visiting our website and placing a new order, provided the stock is still available. If you suspect a delivery might not be successful, plan for a waiting period of weeks while the package completes its return journey back to our location.

Timeline for Refunds and Exchanges

After a returned item is received, it is processed within some working days. The time it takes for the refund to appear in your account depends on your original payment method and can take some working days to settle. For exchanges, if a replacement is in stock, the processing of the swap will also take some working days. During busy sale events or holiday periods, these timelines may be extended.

Handling a Faulty Product

If you receive an item with a fault, a specific process must be followed before returning it. First, contact our support team with your order reference number, your name, details of the product, and a description of the fault. We will then request photographs of the fault, which are shared with the brand's representatives to determine the next steps. Returning a faulty item without this prior communication may result in our inability to issue a full refund. Furthermore, a refund may not be required if you continue to use the goods after noticing the fault.

Seeing Your Refund

A credit note in your account is the record of your refund. For purchases originally made with a card, the final step is handled by your bank. You should allow some working days for the bank to process the payment and for the funds to become visible in your account.