Returns and Refunds Policy

Change-of-mind cancellation

For most online consumer purchases, tell us within 14 days after receiving the goods that you wish to cancel, then return them within the following 14 days. Contact [email protected] with the order number before sending anything. You are responsible for return postage for a change of mind unless we state otherwise or supplied the wrong item.

Hygiene-sealed goods

For health and hygiene protection, sealed intimate products, lingerie or similar goods cannot be returned for change of mind after the hygiene seal has been broken. This exception does not affect rights where goods are faulty, misdescribed or not fit for purpose. Handle goods only as needed to establish their nature and characteristics.

Refund timing and amount

We refund eligible goods and the basic outbound delivery charge within 14 days of receiving the returned goods or evidence they were sent back, whichever applies. We may reduce a change-of-mind refund for loss in value caused by handling beyond what would be allowed in a shop. Upgraded delivery costs are not refundable beyond the standard method.

Faulty or incorrect goods

Goods must be as described, of satisfactory quality and fit for purpose. Statutory short-term rejection, repair, replacement or price-reduction rights apply according to the circumstances and timing. We pay reasonable return costs for confirmed faulty or incorrect goods. Do not dispose of an item until we advise.

How to return

1. Email [email protected] with order number, item and reason.
2. Wait for the return instructions/address; some supplier-dispatched items require a specific route.
3. Package securely without adding labels to retail packaging.
4. Obtain proof of posting.

Customised goods, digital content once supply begins with consent, and other statutory exceptions may not qualify for change-of-mind cancellation.