Change or cancel an order:
In most circumstances it's not possible to make changes to your order once you've placed it.
To add products to your order, please place a new order for these items.
To change details of your delivery address, remove items from your order or cancel it completely, please contact us at 03302 232 459 between 9.00am - 5.00pm Monday to Friday, or reach us using the form in Contact Us to arrange returns. Please be ready to quote your order number and order date.If your order has already been despatched or delivered, then you'll need to follow our link Delivery & Returns in the event of any unwanted products.
Consumer Contracts Regulation 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
You can cancel by email: firstname.lastname@example.org or call 03302 232 459
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
We want you to be happy with your purchase. If you're not, just return the product to us , following the instructions above, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Terms & conditions:
If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 14 days of purchase.
If the product is faulty then we'd like this to be within 30 days of purchase.
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
We'll refund any delivery charges you've paid if you return an entire order (UK orders only)
Products we're unable to cancel, refund or exchange:
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
- products which have been personalised for you
- made to order product
- where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order.
This does not affect your statutory rights.