We have a 14 day return policy, which means you have can cancel your order from the moment you place and pay for your online order up to 14 days after you receive the goods.
If you cancel your order and the item has not been shipped, we will refund the cost of the item and postage and packaging costs.
If an order is cancelled once the product has already been shipped, the responsibility and cost of returning the product lies with the customer. You will have up to 14 days from receipt of the product to return the item, either by post/courier (we recommend you use a signed for delivery service and ask for proof of postage) or straight to our Cheltenham shop. A refund will be arranged for the product item only, not postage and packing. If you return an item bought online to our Cheltenham shop, your refund will be arranged through the website on to the method you used to purchase the original product.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If you wish to cancel an order, please contact us at email@example.com so we know to look out for your return and advise when it arrives back with us.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note this returns policy relates to goods where you have changed your mind and no longer want the product. If a product is faulty or damaged, your statutory rights apply and we will be happy to arrange a replacement product or refund where necessary. In the event that the product is faulty or damaged and needs to be returned we will cover the cost of shipping and in most cases arrange to have the item collected from you or we will send you a returns label. In this instance we will also refund the cost of initial postage and packing and replacements will be sent FOC.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards unless they are faulty.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.