Returns & Refunds

Because you bought online, you have a legal right to cancel your order for any reason within 14 days of receiving it. You don’t need to give us a reason, and this right applies whatever our own policy says.

Tell us within those 14 days that you want to cancel, then send the items back within 14 days of telling us. We’ll refund you within 14 days of the goods arriving back with us, or of you showing us proof you’ve sent them — whichever is sooner.

Your refund includes what you originally paid us for delivery. Return postage is yours to arrange and pay for.

You’re welcome to unpack an item and handle it the way you would in a shop. If it comes back worn or used beyond that, we may reduce your refund to reflect the loss in value.

We go further than the law asks. For 30 days from delivery you can send an item back for a refund even if you’ve simply changed your mind.

After day 14, this is our own goodwill policy rather than a statutory right, so it comes with conditions: the item needs to be unused and in its original packaging, and we refund the price of the goods but not the original delivery charge. Return postage is yours to cover.

Beyond 30 days we can’t accept change-of-mind returns — but if something is faulty, see below. That’s a separate right with a much longer window.

1. Email us at louiswood3142@gmail.com with your order number and whether you’re cancelling, returning, or reporting a fault.
2. We’ll reply within 1–2 working days with our return address.
3. Pack the item securely and send it back using a tracked service. Keep your proof of postage — until the parcel reaches us, it’s your evidence that you sent it.
4. Once it arrives we’ll inspect it and process your refund. We aim to do this within 5 working days and are required to do it within 14.

Refunds go back to the original payment method. Once we’ve processed it, allow up to 10 working days for the money to appear — that part is down to your bank or card provider, not us.

Whether your original delivery charge comes back depends on which route you used: it does under the 14-day cancellation right and when an item is faulty, and it doesn’t under our voluntary 30-day policy.

If your item arrives damaged, develops a fault, or isn’t what you ordered, email louiswood3142@gmail.com with your order number and a photo. We pay the return postage on faulty items — we’ll sort the label out with you.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. What you’re entitled to depends on when the fault shows up:

• Within 30 days — you can reject the item outright for a full refund, including your original delivery charge.
• 30 days to 6 months — we get one attempt to repair or replace it. If that doesn’t work, you’re entitled to a refund. During this period the fault is assumed to have been there from the start unless we can show otherwise.
• After 6 months — you still have rights, but you may be asked to show the fault was present when the item was delivered.

We don’t currently offer direct exchanges. If you need a different item, send the original back for a refund and place a new order — it’s quicker than it sounds, and it means you’re not waiting on our stock to line up with yours.

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If you have any questions about a return or refund, email us at louiswood3142@gmail.com and we’ll get back to you within 1–2 working days.