Refunds and Returns

Last updated 9 September 2026.

Your statutory rights

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or misdescribed, contact us with your order details. The Consumer Rights Act 2015 includes a short-term right to reject faulty goods within 30 days; further repair, replacement or refund rights may apply after that. We cover reasonable return costs where goods are faulty or incorrectly supplied. Nothing in this policy limits your statutory rights.

Cancelling an online order

For eligible online purchases, tell us within 14 days after delivery that you wish to cancel. You then have a further 14 days to return the goods. We refund the price and the cost of our least expensive standard delivery option within 14 days after receiving the returned goods or evidence that you sent them back. Additional charges for a premium delivery service are not refunded under this cancellation right.

You pay the direct cost of a change-of-mind return. You may inspect goods as you would in a shop; a deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a cancellation or restocking fee for exercising this statutory cancellation right. Contact us for the correct return address before sending anything; our administration address is not necessarily the dispatch or returns warehouse.

Our additional 30-day change-of-mind policy

In addition to your legal rights, we accept change-of-mind return requests within 30 days of delivery for unused, unwashed goods in their original condition and packaging, with labels and proof of purchase. The customer pays return postage. These extra conditions apply to the voluntary extension beyond your statutory rights. Please use tracked postage and retain proof of sending.

Faults, damage and incorrect items

Tell us promptly if your parcel is damaged, incomplete or contains the wrong item. Photos of the item and packaging can help us resolve the issue. Reporting within seven days is helpful, but is not a deadline that removes your legal rights. We will assess the appropriate remedy under the law.

Starting a return or exchange

Email theteam@customersupport.care with your order number, the item and the reason for return. We can also discuss an exchange for a different available size or colour. Any price difference and additional postage will be explained before you agree.

Refunds and missing payments

Refunds go to the original payment method. Your bank or provider may take additional time to show the credit. If a confirmed refund has not appeared, check with your bank and then contact us so we can investigate. Our team aims to respond within one business day.