Returns & Refunds
Need to send something back? Whether you’ve changed your mind or something’s gone wrong, here’s how to start a return and what happens next.
Changed your mind? How returns work
1 Can I return something if I've changed my mind?
For most eligible products bought online, you have 14 days after receiving your order to tell us you want to cancel. You don’t need
to give a reason. Once you’ve told us, you normally have another 14 days to send the goods back.
2 How do I start a return?
Visit Contact Us and send us your order number and the name of the item you want to return. You can use the contact form or the customer-support email shown there. Tell us if the item is faulty or incorrect so we can help with the right process. We’ll provide the returns instructions and the correct address.
Please don’t send returns to our registered office unless we’ve specifically confirmed it as the returns address.
3 Do I need the original packaging?
It’s helpful to keep the packaging and any accessories, but you can inspect a product as you would in a shop. For a change-of-mind return, handling beyond what is needed to inspect it may reduce the refund where the law allows. Missing original packaging does not, by itself, remove your rights if an item is faulty.
4 Can I return food, e-liquids or other sealed products?
Some products are excluded from the usual change-of-mind cancellation right. Examples include goods that deteriorate or expire rapidly, and sealed items that cannot be returned for health or hygiene reasons once unsealed.
Faulty items, return postage and refunds
1 What if something arrives faulty or isn't as described?
Contact Us with your order number, the product name and what’s wrong. Under UK consumer law, you may be entitled to reject faulty goods for a refund within 30 days of receiving them, depending on the item and circumstances. If a problem appears later, you may have rights to a repair, replacement or other remedy.
2 What if I've received the wrong item or something is missing?
Tell us what’s missing or incorrect and include your order number. Keep the packaging while we investigate. A photograph may help explain the problem, but you can still get in touch without one.
3 Who pays for return postage?
For a change-of-mind return, whether you pay return postage depends on the information provided before purchase and the applicable law. We’ll explain the return arrangements. If an item is faulty, damaged or not as described, your legal rights to a remedy shouldn’t leave you paying return costs that the seller must cover.
4 When will I receive my refund?
For an eligible change-of-mind cancellation, we’ll refund you within the legal time limit, normally within 14 days of receiving the returned goods, or earlier if you provide evidence that you’ve sent them back. Where the law requires a refund of the original standard delivery cost, that’s included too; extra paid for an upgraded delivery service may not be refundable.
5 Can I return only part of my order?
You can ask to return individual eligible items rather than everything. The refund for goods and any delivery charge will depend on what you’re cancelling and the applicable rules. Contact Us with the items you want to return so we can confirm the next steps.