Want to cancel your order?
We understand that from time to time orders may need to be cancelled or quantities of certain items may need to be lowered for multiple reasons. Regardless of the reasons, we will always accept the change, as long as the change is made in the first 1 hour after placing your order. If the change is made any later than the first 1 hour, we will not be able to rectify the change and you will still be charged for the original worth of the order. If you still wish to change your order after this then you would need to go through our returns and exchange procedure.
Lost or damaged items?
Whilst every effort is made to ensure that your item arrives in a timely and un-damaged manner by using reputable carriers, things can go wrong. Any claim for loss or damage in transit will be subject to our claims procedure and thoroughly investigated by ourselves, Royal Mail, Parcel Force, DPD & DHL. If your delivery is not correct you have 3 working days from the day of delivery to report this to us for investigation.
If you receive a faulty or damaged item then please contact our customer service team immediately so that we can get this sorted for you, explaining the fault of the item so that we can help you in the best way possible. In incredibly unlikely circumstances, we may ask you for an image as proof of a fault to then send on to our suppliers so that an investigation can be raised as to why the fault occurred. If this is the case then our customer service team will simply ask you to email them a clear image of the fault so that they can then forward that on for you.
Returns Procedure (UK):
If you are a UK customer and wish to return your item, head over to our returns center to carry out the following steps:
To begin the process, enter the email address/phone number that the products were ordered with, along with your order number. Your order number is located on your invoice which is emailed to you once your order has been processed. Can't find your order number? Not to worry! Simply drop our customer service team an email and they will be able to locate your order number for you.
Once you have entered the required information, click start.
You will then be issued with a returns label which can be printed off at the post office and use on the front of the package. Once your return has been taken by your local post office it will be immediately be brought back to our warehouse.
Returns are only valid 30 days (for UK orders) after the order has been fulfilled. All UK returns will have a cost of £2.99 which is deducted from your refund. All items that are being returned must be clean and in the same condition, they were when they left our warehouse. If an item arrives dirty then we are unable to process your return request. The product will then be returned to you at your own cost. This clause is in accordance with the Health and Safety at Work Act 1974. We will not accept returns on any form of undergarments.
Custom made products are non refundable.
What happens next (replacement)?
Once we have received your product this will be processed as below:
If you would like an exchange and the item is in stock at our warehouse, we will endeavour to get the item shipped to you within 48 hours. However, if the item you have requested is out of stock, you will be refunded.
What happens next (refund)?
If you would like a refund instead of an exchange, then the process will go as follows:
Similar to an exchange, Once we have received your product this will be processed as below;
Once we have received the item back, we will examine the issue. If it is a fault on the supplier's behalf then we will raise an immediate investigation with them. A full refund can be expected within 14 days of us receiving the returned item. The refund will go back onto the card that was used to make the purchase via credit, debit or PayPal.
If you require any more information on the process then please do not hesitate to contact our customer service team by following this link. The website says we are closed? Don't worry! We can still be contacted via our Facebook page as well as our ‘contact us’ page.