Changed your mind?
Under the Consumer Contracts Regulations you are entitled to a refund if you change your mind on your order within 14 days of receiving your order. If you change your mind on your order please email firstname.lastname@example.org in the first instance quoting your order number explaining that you want a refund. This must be done within 14 days of receiving your order and products must be unopened, unused and in resell-able condition. For cosmetics there must be no use to the products whatsoever and all plastic covering the outside and inside must be intact. Then please send the item back to the address we supply - postage will be at your own cost and we advise you get a certificate of postage from your local post office as proof of posting. You have another 14 days after you tell us you want to return an item to get it back to us. If your item goes missing on its way back to us we will not be able to issue a refund without a proof of posting.
Once we have received your items you will be refunded within 7 working days and you will be notified on email the status of your refund, or you can check this by logging into your account. Money is usually back in your account straight away but can take up to 5 working days to be refunded from the system. The refund will be made to your original payment method. Your original postage costs will not be refunded if you change your mind.
Order faulty or damaged or not as described?
If your order is damaged or faulty when received please email email@example.com in the first instance quoting your order number and include a picture of the damaged item. We will then ship a new item to you. A new item will be shipped in the same way as your original order and the same estimated delivery times will re-apply. No postage charges will apply for replacing a faulty product. If you send us a picture of the faulty item there will be no need to return this to us. If you cannot supply a picture you can return the item to us to the address we supply. Faulty items will either be refunded or replaced at your own request.
If you don't return your items and supply a picture that we accept as damage we will refund you (including your postage costs) within 7 days or send you a replacement item within 7 days. If you return an item to us, when we have received your items you will be refunded within 7 working days and you will be notified on email the status of your refund, or you can check this by logging into your account. Money is usually back in your account straight away but can take up to 5 working days to be refunded from the system. The refund will be made to your original payment method. You will receive a refund on any postage paid if the item is damaged or faulty. We will also refund you the cost of sending the item/s back to us.
The quickest way to resolve any queries about returns or damaged items is via email - we aim to respond within 24 hours (excluding weekends and bank holidays). Please include your order number in your email. If you don't there will be a delay in responding.
Want to cancel before shipping occurs?
If you wish to cancel your order, you can do by either emailing us with your order number to firstname.lastname@example.org or clicking through the link you received when you placed your order. Please note sometimes items are dispatched very soon after an order is placed so sometimes this won't always be possible. If you created an account you can login and cancel your order up to the point of dispatch. Again please allow 5 working days for the refund from your cancelled order to show up again in your account.
Want to exchange a product?
Unfortunately we don't offer an exchange service except for where you have received a faulty or damaged item. You can however return items to us for a refund and place a new order for a different product.