Cancellations & Returns
If you wish to cancel an order, please contact us via email as soon as possible, providing your reason for cancellation. If the order has already been processed or dispatched, cancellation charges may apply. Please ensure you order the correct size and colour before confirming your purchase, as it is your responsibility as the buyer to check these details.
Returns:
- Return Request: Returns must be requested within 14 days of receiving your item.
- Return Authorisation: All returns require prior authorisation via email
- Condition of Returned Items: Items must be unused, in their original packaging, and in resalable condition. Please retain the original packaging to ensure safe return. If the packaging is damaged, you may reapply appropriate packaging.
- Non-refundable Fees: Shipping and handling fees are non-refundable. Customers are responsible for return postage costs, including any initial delivery charges, even if the delivery was free.
- Return Postage: If you are unable to arrange return postage, we can provide a quote from our couriers upon request.
Special Conditions:
- Made-to-Order Products: Any products made to order will incur a 20% surcharge if returned. If the product is faulty, we will offer to rectify the issue before you opt for a return. If you choose to return the item without allowing us to resolve the issue, the surcharge and postage fees will still apply.
- Change of Mind: If you simply change your mind, the 20% surcharge and postage fees will apply depending on the product. Refunds will be processed minus any administration and postage fees.
Damages & Missing Items
- Inspection: Please inspect your items upon delivery. If you find any damages or missing items, please record this on the delivery documents.
- Notification: Notify us of any damages or missing items within 24 hours of delivery. Supporting images are helpful to expedite the process.
- Split Deliveries: While we strive to send complete consignments, in rare cases, deliveries may arrive on different days. If you receive multiple packages, please ensure all items are accounted for.
- Liability: We are not liable for damages that were not recorded at the time of delivery, so please inspect the goods before signing. We also do not cover general wear and tear.
For any issues, please reach out via email only, and our friendly team will assist you in resolving the matter. We are committed to ensuring customer satisfaction and kindly ask that you contact us before initiating payment disputes or cases.
- Shipping Delays: While we strive for timely delivery, delays caused by third-party couriers (e.g., weather, strikes, or other external factors) are beyond our control, and no compensation will be provided in such cases.
- Damaged or Lost Items: We take care in packaging and shipping our products, but in the rare case that an item is damaged or lost during transit, please follow the procedure for reporting damages or missing items. While we will assist in resolving the issue with the courier, we do not offer financial compensation for lost or damaged goods.
- Responsibility: Once an order is shipped, it is the responsibility of the courier to complete the delivery. Any issues related to delivery should be directed to the courier directly.
We appreciate your understanding and will do our best to support you with any delivery issues in accordance with our shipping policies.