Returns

We offer free returns to all UK orders which can be activated up to 14 days from receipt of your order, this service is also available for potential fault claims – please see our detailed returns guide below.

• Free returns are available on all UK orders via the Returns Tool under “Return and Refund” or “Contact Us.”

• Returns must be initiated within 14 days of receiving your order.

• Once a return is opened or approved, you have 14 working days to complete it (items must be delivered back to us).

  • We recommend allowing at least 3 working days for shipping.

• You may choose either:

  • Our free returns service, or

  • Your own paid shipping method.

• If using the free returns label:

  • A link will be provided to find your nearest Access Point.

  • Ensure the label is securely attached to the parcel.

• If using your own courier:

  • We recommend an insured and tracked/signed-for service in case proof of delivery or a claim is required.

• Items must be securely and safely packaged.

  • Damage caused by inadequate packaging may result in a declined return or rejected refund.

• Items must be returned unused, with original packaging and tags attached, and in “as received” condition to qualify for a refund (change-of-mind returns).

• Personalised or initialled items can only be returned if faulty or due to embellishment errors.

• The returns service is also available for fault claims and is not limited to 14 days.

  • Use the “Raise an Appeal” option in the self-service returns tool.

  • Appeals are usually reviewed within 24–48 hours.

  • Notes and images can be added during the process.

• Exchanges or replacements are not currently offered.

• All claims and returns are resolved by refund only, issued after receipt, assessment, and verification by the returns team.

• Refunds are issued only to the original payment method.

• For items purchased from a third-party retailer, you must contact them directly for their returns or claims process.