How can I return my product?
You can return items directly from the customer area using the self-service portal. Just declare your return, download the prepaid label, and send your parcel with the listed courier. A confirmation email will be sent once received.
What steps should I follow to return my order?
Open a support request in the customer account and select the issue type. After approval, download and print the return label, attach it securely, and drop it off at the designated collection point.
Which countries can use prepaid return labels?
Prepaid downloadable return labels are available for several European countries, including the UK, France, Germany, Italy, and Spain. Customers outside these areas can use their preferred courier to return items manually.
Who pays for the return shipping costs?
Customers are responsible for return costs, which will be deducted from the refund. The standard deduction is £39.90 to cover the outbound and return shipping fees.
When will my refund be processed?
Refunds are issued once the returned package arrives and passes inspection. This usually takes about 48 business hours. You will get an email confirmation when the refund is processed.
What should I do before sending my return?
Wait for an email confirmation before sending any item back. Returning a parcel without approval can delay processing or cancel the refund. Always keep proof of postage and tracking information for safety.
How can I track my order?
Order tracking is available from the customer account, with email updates sent at each stage. Once shipped, tracking details including the courier name and parcel number will be shared by email for easy monitoring.
How are stock levels managed?
Product availability is updated automatically based on warehouse inventory. Items displayed on the website are in stock and ready to ship. Products that are unavailable cannot be added to the basket.
Can I modify my order after purchase?
If your order has not yet shipped, you may be able to make changes. You can add, delete, or replace items, or cancel the entire order. After dispatch, modifications are no longer allowed.
How can I change my delivery address?
You can update your delivery address in your customer account before dispatch. If the order has already shipped, changes aren’t possible. Future orders will use the new saved address automatically.