CheckoutFaulty items are rare, if you have a suspected faulty item please complete our online returns portal and indicate that the item is suspected faulty. If returning from outside the UK please contact us for further advice prior to returning the suspected faulty item. Please note in the case of international faulty returns we will refund a maximum of £15 to cover return postage. When you return the item to us please ensure the returns address label is fixed securely to the outside of your parcel and that details of your name and address are included inside the returned parcel. Please note we are not able to accept items purchased from order retailers.
In the UK we are able to provide a free of charge return for suspected faulty goods, through the use of a Royal Mail pre-paid returns label, QR code or InPost locker service. If you are unable to use our online returns process – please contact us on 0344 844 8998.
The Royal Mail label and QR code services require the parcel to be taken to the Post Office – making sure you ask for a Certificate of Posting as proof the items have been sent. The locker service requires the parcel to be taken to your local InPost locker - making sure you scan your QR code from a smart phone or similar device.
Please allow 2-4 working days for the item to arrive with us and then we aim to process returns within 2-3 working days of receipt (5-7 days at peak times such as Christmas or sale).
Please note we accept no responsibility for goods in transit until signed for by our returns department, and thus we are not liable for any damage to or loss of the item/s during transit.
Please note that all items are checked on receipt and if found not to be faulty will be returned to you at your cost. Suspected faulty items may need to be returned to the supplier for their expert opinion before we are able to repair or replace the item. If an item is agreed to be faulty we will either repair or replace it in accordance with our Terms & Conditions.