Returns & Exchanges
Please find our online and instore policy below. If you need any help please get in touch via our contact page.
Online Returns Policy
What is your online returns policy?
We want you to be happy with everything you purchase from us. If you are not happy you can return most items within thirty days of receipt as long as it is unused and in its original packaging.
We will be happy for you to exchange the item for a full refund which will go onto your card or PayPal account depending upon the payment method used. At this time we are not able to refund any return postage charges and an exchange will incur an extra delivery charge.
You have the right to cancel your order within thirty days. This period starts when you receive the item from us. Please notify us in writing or by email within thirty days that you wish to cancel your order and that you intend to return the item(s). We will be happy to offer you a full refund excluding the delivery charge.
Any bespoke item or made to order item is excluded from the above cancellation policy.
How do I return something?
You can send your return to us by post or courier depending upon the size of the item(s) being returned.
You will need to complete the returns note that was included in your delivery. It would help if you provided a reason for the unsuitability of the item(s) as this would help us to develop our products and service. Always include a daytime contact number and email in case we need to contact you about the return.
Please make sure your items are securely wrapped and they must be placed within the original box in which they were sent in. Parcels are returned at your own cost and we recommend you obtain a certificate of postage as items lost in transit will not be treated as returned. We cannot be held responsible for any damage to the item(s) in transit and item(s) must arrive in the condition in which they were received.
What if the item is faulty or damaged?
Once your item has arrived, please inspect the condition of your picture before unwrapping it. If, in the unlikely event that your item arrives damaged, you must leave the item in its cellophane wrapping and report the damage within 24 hours. Once this wrapping has been removed we are no longer able to accept responsibility and will not be able to offer you a replacement. If you think there is a fault, however small, please do contact us before opening your item.
We are always very disappointed on the rare occasion that our customers receive a faulty item. If you have identified the fault within thirty days of the purchase then you can return the item. We will reimburse you for your return. Alternatively, for any large item(s) we will arrange for a collection but you will have to be in to hand the return over to our courier.
If any fault is identified outside of the thirty day period we cannot accept the return.
How do I arrange an exchange?
Please state if you wish to receive an exchange on your returns form. If you wish to choose a different item(s) and it costs less than the item(s) returned we will refund you the difference. If it costs more than the item(s) returned we will require an additional payment. Please provide your daytime contact number and email address on the returns form so we can contact you about your return if needed.
Can I return an item to store?
Unfortunately we are not able to accept returns to store. Many of our stores are too small to handle returns.
How long will it take to deal with my return?
Once our returns team have received your parcel it may take up to five working days to process. Returns are dealt with in the order in which they are received. When we have received the accompanying Returns & Exchange form or letter you will be notified by email or phone when any action is taken.
If a new item(s) is being sent to you please allow upto an additional two working days for our courier to deliver your new item(s) to you. Any refunds may take a couple of working days to appear on your card or account.
What is your returns address?
Jon Davey Drive
Treleigh Industrial Estate
What do I do if I've lost my returns form?
You can download and print a new form by clicking here. Alternatively include a letter with your order no, order date, billing name, delivery name, daytime contact no., email address and state the items being returned, the issue with the item and any action we should take (replace, exchange, refund).
Instore Return Policy
What is your instore returns policy?
We are unable to offer refunds in store. However, we are happy to offer you an exchange or credit note within 28 days of purchase as long as the returned item is in its original packaging, in pristine condition and accompanied with a valid receipt. If you choose to exchange your item and the new item is of greater value we will require an additional payment for the difference. If the new item is of less value then a credit note will be issued for the difference. Credit notes are always issued in the form of a gift card. Sale items are 'sold-as-seen' and cannot be returned under any circumstance as indicated instore.