When something
isn’t quite right.

Your right to cancel an online order

If you purchase goods from our online shop as a consumer, you generally have the right to cancel your order within 14 days after the day on which you, or someone you nominate (other than the courier), receives the goods.

You do not need to provide a reason for cancelling within this statutory period. For an order delivered in separate instalments, the cancellation period generally runs from the day after you receive the final item.

To exercise this right, you must clearly tell us that you wish to cancel. You may contact us by email or use the contact form on our website. Simply returning an item without telling us that you are cancelling may not clearly communicate your decision.

This statutory cancellation right does not affect your separate rights where goods are faulty, damaged, misdescribed or otherwise fail to meet the requirements of consumer law.

How to request a return

Please contact us before sending any item back. We will respond with the appropriate return address and instructions for your particular order.

For a statutory cancellation, please send the goods back without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.

Please include your order number or another clear reference so that we can identify the returned goods when they arrive.

Condition of returned goods

If you are returning an item because you have changed your mind, please take reasonable care when handling and repacking it.

You may handle goods to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be able to do in a shop.

If the value of an item has been reduced because it has been handled beyond what was necessary for that purpose, we may make a deduction from the refund where permitted by law. Any deduction will reflect the actual reduction in value rather than operate as an automatic handling charge.

Where reasonably possible, please return the item with its original packaging, accessories and any components supplied with it. The absence of original packaging does not automatically remove a statutory cancellation right.

Return postage and delivery costs

Returns because you have changed your mind

If you cancel an order within the statutory cancellation period because you no longer want the goods, you are responsible for the direct cost of returning the items to us, provided this responsibility was made clear to you before the order was placed.

You can choose a suitable postal or courier service. We recommend using a service that provides proof of postage and tracking, where available.

Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, incorrect or does not match its description, you will not be required to bear the reasonable return costs associated with exercising your statutory rights.

Please contact us first so that we can agree an appropriate return or collection arrangement.

Faulty, damaged or incorrect goods

We take care when preparing orders. If something arrives damaged, is faulty, is different from the item ordered or does not match its description, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number and the name used for the order.
• The name or description of the affected product.
• A short explanation of the problem.
• Photographs of the item and packaging, where relevant.

We will consider the circumstances and the remedies available under the Consumer Rights Act 2015. Depending on the issue and the applicable legal requirements, this may include a refund, repair or replacement.

For qualifying faulty goods, consumers generally have a 30-day short-term right to reject the goods and receive a refund. Different remedies and time limits may apply after that period.

Reasonable costs of returning goods rejected because they do not conform to the contract are our responsibility in accordance with applicable law.

Refund arrangements

Once a return or cancellation has been reviewed, we will arrange any refund that is due under the applicable cancellation rules or consumer rights.

Refunds following a change-of-mind cancellation

For a statutory cancellation, we will reimburse the payments due without undue delay and no later than 14 days after the earliest applicable point:

• The day we receive the returned goods; or
• The day you provide evidence that you have sent the goods back.

We may withhold the refund until we receive the goods or you provide evidence of having sent them back, whichever happens first.

Refund method

Refunds will normally be made using the same method used for the original order, unless you expressly agree otherwise. We will not charge a fee for processing a statutory refund.

Delivery charges

Where a statutory cancellation applies, any delivery charge paid will be reimbursed in accordance with the applicable rules. If you selected a more expensive delivery option than our least expensive standard delivery option, the additional amount may not be refundable where the law permits this.

Time for the refund to appear

Once we have issued the refund, the time it takes to appear in your account may depend on your bank or the original payment provider.

Items excluded from the cancellation right

The statutory right to cancel does not apply to every type of product. The law provides specific exceptions, including certain goods made to the consumer’s specifications or clearly personalised goods.

If an exception applies to a particular product, the relevant information will be made clear before the order is placed.

Our ordinary home accessories and soft furnishings are not automatically excluded from statutory cancellation rights simply because their packaging has been opened. Any applicable statutory exception will be considered according to the nature of the goods and the law.

Nothing in this section removes your rights in relation to faulty, damaged or misdescribed goods.

Exchanges

If you would prefer a different product, colour or variation, please contact us to discuss the available options.

Exchanges are subject to product availability and agreement. Where an exchange is not available, you may be able to return the original item under the applicable cancellation or consumer rights rules and place a new order.

Any exchange arrangement will not limit your statutory rights.

Returns that have not arrived

When returning an item, please keep your proof of postage and any tracking reference supplied by your chosen postal or courier service.

If a return appears to be delayed, please check the tracking information first and then contact us with your order number and postage details.

We will review the available information and discuss the appropriate next steps. This does not affect any statutory refund deadline or consumer right that applies to your cancellation or faulty-goods claim.

Contact us about a return

Please contact us before sending a return. We will reply with the appropriate return address and instructions.

When contacting us, please include your order number, the product concerned and whether your request relates to a cancellation, a damaged item or another issue.