STEP-BY-STEP GUIDE TO RETURNS
STEP 1
Please get in touch with our advisors through LiveChat or messaging us from your account. You will need your order number to hand, this can be found on your order confirmation email.
STEP 2
Should your item arrive damaged or something has gone wrong, please have a photo to hand to show our advisors.
STEP 3
Pop your item in the post back to us, with the address provided by our advisor. Unfortunately we can currently only cover shipping costs if there is a problem with your order. Should this be the case our advisor will send you a pre-paid returns label to your address.
STEP 4
Your refund will be completed within 14 days of us receiving the package.
REFUNDS & RETURNS
How long does it take to get a refund?
We aim to refund all returns 14 working days after we have
received the item at our warehouse.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order
however mistakes do occur from time to time. Please accept our apologies if you
have received an incorrect item. As part of our customer objectives, we will do
our upmost to resolve your query with speed, ease and with absolute minimal
inconvenience.
Why can’t I speak to the same agent?
To help minimize customer waiting times, our system
allocates the first available agent to a call and cannot guarantee that you
will speak to the same agent every time. Rest assured we have a comprehensive
notes system for every customer.
Why do I need to provide a photographic evidence / doctor’s
certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and
we need to ensure evidence is provided by customers. This allows us to provide
our customers with the best service possible.
Complaints
If you are not satisfied with the way in which we have
handled the return or replacement of any item, we want to hear about this. Our
aim is to resolve the matter for you and ask that you please contact our
customer service representatives via your account.
