Incorrect or defective items
If the return is because of our error i.e. you received an incorrect or defective item, this must be reported to us, with photos showing the problem, within 5 days of order delivery. We will assess each occurrence and offer one of the following at our discretion: store credit, refund, or resend the (correct) items.
Change of mind
If you would like to cancel an order or return products because you have changed your mind, or ordered wrongly, we may agree to a return, and would issue a store credit. Credit would be minus a 2.5% charge to cover 3rd party processing fees we must pay. Items must arrive back unopened, undamaged and in saleable condition*.
To request this return, you must notify us within 5 business days of receiving your order and provide a valid reason. Once approved, you must return items within 7 business days and send us parcel tracking details. When items arrive back to us in saleable condition*, we will process your store credit, minus 2.5% (see above) within 5 business days. Guests - an account will be created for you and details emailed, so you can access your credit.
*Items that you return not as new may not be eligible for a refund. We will provide photos and contact you in this situation.
If you select to pick up your order from our warehouse but do not collect, we will remind you by text message. If we do not hear back from you within 1 month, we return your order to the shelf. Alternatively, we will happily send your order if you pay shipping.
Incorrect delivery address provided
If you provide the wrong delivery address and your parcel has left our warehouse, it is unlikely we can change the address in transit. When delivered, it is your responsibility to retrieve your items from the recipient at the address supplied. If your parcel is not delivered and instead is returned to us, we are happy to resend it to your correct address, however you will need to pay the freight charge in full, as the first charge is already paid.
How to return an item
If you would like to return an item, simply login to your account, view the order using the ‘Complete Orders’ link under the ‘My Account’ menu, and then click the ‘Return Item(s)’ button. We will get back to you via email.
Not sure? Ask us
If you have any other questions, please contact us at email@example.com.