Refund Policy
HOW DO I RETURN AN ORDER?
If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receipt of your order, after which time your product will not be accepted for return.
If you decide to return an order, you will be responsible for the shipping costs.
Once the return has been processed, the money will be refunded in the form of a voucher in our shop for the same amount or a refund of the order.
The product must be sent to our warehouse and the shipping costs will always be borne by the customer.
Please indicate your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
Returned items must be in their original packaging, including any accessories, manuals and documentation and unused.
If this is not the case, the return will not be accepted under any circumstances.
Returned items must be unused, in the same condition in which they were sent to you, and in their original packaging. Stains, folded cards, broken stamps or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been personalised cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased and products damaged due to mishandling by customers.
Returns made without a receipt may be refused. We reserve the right to refuse any return.
If the product has been used, the return will not be accepted.
If the delivery address is incorrect, the product will be returned to our supplier's warehouse and no refund will be made. The customer will have to pay the shipping costs to process the order again.
WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team (Contact Us page) to initiate the return process. Please include the following information:
Order Number
Proof of Purchase
Video or photo of the product to be returned
Complete shipping address
Telephone number
In some cases, you may be asked to include a video or photo of the defective product as proof of purchase to enable us to refund or replace the product.
All returns will be shipped to our supplier's warehouse, and shipping costs are always the responsibility of the purchaser.
HOW LONG DOES THIS PROCESS TAKE?
Returns can take up to 14 working days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited in the form of a discount voucher, to spend in our shop or refund on account.
WHEN WILL I RECEIVE MY REFUND?
If you cancel an order within 12 hours...
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 working days of receipt of the returned item or cancellation request. Please contact your card-issuing bank if you have any questions about when the credit will be credited to your account.
If you have not yet received a credit for your return, here's what to do:
Contact the bank or credit card company. It may take some time before the refund is credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
Please contact us within 12 hours of placing your order if you need to change or cancel it.
Please be sure to provide your order number and the change you wish to make and we will confirm once the change has been made. Please note that any order that has already been packed or shipped cannot be modified or cancelled.