Refund policy
What is our returns policy?
You have 14 calendar days from the date you receive your order to inform us by email that you wish to return all or part of it.
We will provide you with a return authorisation code, which must be displayed somewhere visible on the parcel.
After receiving the return authorisation code, you have a further 14 calendar days to send the products back to our facilities.
You are responsible for arranging and paying for return shipping. We recommend using a tracked delivery service, as the returned parcel remains your responsibility until it reaches us.
Products must be unused, undamaged and in a condition suitable for resale.
Once we receive and inspect the returned products, we will process the refund corresponding to the accepted return.
Please do not return any products before contacting us and receiving a return authorisation code.
I have not received my order after several days. Can I cancel it?
If your order has not left our warehouse, we can cancel it and issue a refund. You can also submit a cancellation request through your account.
If your order has already been dispatched or is in transit, you must wait until it is delivered and then follow the return procedure below.
I have received fewer products than I ordered. What should I do?
Please contact us and tell us which products and quantities are missing.
We will check the order with our warehouse team. If we confirm that fewer products were sent, we can either:
- Refund the value of the missing products; or
- Send the missing products as a replacement.
Please include your order number when contacting us.
I have received damaged products. What should I do?
Please contact us and provide:
- Your order number;
- Clear photographs of the damaged products;
- The quantity affected; and
- Photographs of the packaging, where relevant.
Damage must be reported within 14 calendar days of receiving the order. Once we have reviewed the information provided, we will contact you with the available solution.
Please retain the products and packaging until we have completed our review.
Can I return printed, personalised or customised products?
Printed, personalised, customised, bespoke and made-to-order products cannot normally be returned.
Please contact us if you have a problem with one of these products so that we can review the circumstances of your order.
Can I exchange or replace a product?
Please contact our customer service team if you would like to exchange or replace a product.
Depending on the circumstances, we may be able to offer a replacement. In most cases, the original product must first be returned by following the return procedure above.
Once the return has been authorised, we will provide you with a return code and instructions. After the returned product has been received and checked, we will arrange the replacement or ask you to place a new order for the product, size, colour or quantity you require.
Replacement options are subject to product availability.
Printed, personalised, customised, bespoke and made-to-order products cannot normally be exchanged or replaced unless there is a problem with the product.
Please include your order number and details of the product you wish to exchange or replace when contacting us.
Refunds
Once we receive and inspect the returned products, we will process the refund corresponding to the accepted return.
The refund will be issued using the original payment method. The time required for the amount to appear in your account may depend on your bank or payment provider.
Return shipping costs are at your expense.
Contact us
To request a cancellation, report missing or damaged products, arrange a return, or request an exchange or replacement, please contact our customer service team.
Please include your order number in all correspondence so that we can assist you as quickly as possible.