Delivery and Returns
We think that you shouldn't have to worry about your goods reaching you, and that delivery should be as convenient and as easy as
possible. For that reason we use DPD, Royal Mail and other experienced couriers to enable us to get your goods to you via a method that suits you best.
For your convenience you can choose any delivery address, be it at work, home, a neighbour or somewhere else. Most parcels require a signature, unless specified otherwise when ordering.
When your order has been despatched, we will send you an email informing you of the delivery method and a tracking number if applicable. If you are not around when the courier attempts delivery then they will leave a card informing they called.
In most cases delivery will be on Monday - Friday between 9am and 9pm. If we dispatch your parcel using Royal Mail, a Saturday delivery may also be attempted.
Please allow up to 7 working days for delivery, although most parcels will arrive within 1-2 working days.
We try to ensure that all our goods are exactly what you want and reach you in good condition, however, if you do need to return anything to us please read our policy below. We strongly recommend that if you do send something back to us, you use a recorded delivery service and retain your proof of sending in case it gets lost in transit. For a goodwill refund or exchange* items must be unused and returned in the original packaging and in a re-saleable condition within 21 days of receipt of your goods.
What if I have received my parcel, but they were not the goods ordered?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact Customer Services by email firstname.lastname@example.org where one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying returns form - this will ensure we can process your return quickly.
Should you wish to return a non-faulty product for an exchange, the following applies:
A full refund will be given (less postage) upon receipt of the goods. We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect size). You must take reasonable care of the goods whilst they are in your possession. What do we mean by reasonable care? We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
The goods must be returned to us within 21 days of receipt, in the original packaging and with all the original labels attached and at your own expense to the address below. Should you wish to exchange an item we will charge you postage to send you your exchanged item.
4 Hertsmere Industrial Park
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
*(i.e where there is no legal right to a refund or exchange under the Distance Selling Regulations or otherwise)