Our approach
If something arrives damaged, faulty, or is not what you ordered, we will put it right. That is the part of this policy that matters most, and we keep it deliberately simple: tell us what happened, send us a photograph, and we will resolve it.
The rest of this page explains the detail, including the situations where a return is more complicated because your parcel travelled a long way to reach you.
The window
Please contact us within seven days of delivery if there is a problem with your order. Contact us through the contact page with your order number and, where relevant, photographs of the item and its packaging.
We can still help after seven days in many cases, particularly where a fault appears later, but reporting quickly makes everything easier and gives us the best chance of recovering costs from our supplier or the carrier.
Cancelling an order
You can cancel an order within 24 hours of placing it, as long as it has not yet been prepared for dispatch. Please contact us through the contact page as soon as possible with your order number. If your order has already been prepared for shipping we may not be able to stop it, but we will always try, and where a cancellation is not possible the change-of-mind and returns terms below still apply.
Damaged, faulty or incorrect items
If your item arrives broken, defective, or is simply the wrong product, you are entitled to a replacement or a full refund, including any shipping you paid. The choice is yours.
In most of these cases we will not ask you to ship the item back to us. Return shipping across international borders frequently costs more than the product is worth, and making you pay to return a faulty item, or wait weeks for it to travel back, helps nobody. We will usually ask for clear photographs instead, and resolve it from there.
Please keep the item and its packaging until the matter is settled, in case the carrier or supplier requires evidence.
Changed your mind
We accept change-of-mind returns within seven days of delivery, provided the item is unused, undamaged and in its original packaging with any seals intact.
For these returns, return shipping is at your cost, and this is where we want to be honest with you rather than let you find out afterwards. Because our items ship internationally, the cost of returning a parcel is often a significant proportion of what you paid, and occasionally more than the item is worth. Please contact us before returning anything: we will confirm the correct return address and give you an honest assessment of what the return is likely to cost, so you can decide whether it is worth it.
We will refund the price of the goods once the item arrives back with us in the expected condition. Original outbound shipping is not refunded on change-of-mind returns, because that service was provided.
Items we cannot accept back
For reasons of hygiene and safety, some items cannot be returned once opened or unsealed. These include cosmetics and skincare, personal grooming items, earrings and other pierced jewellery, underwear and swimwear, and any item where a hygiene seal has been broken.
This does not affect your rights if the item is faulty. A faulty product is always covered, sealed or not.
We also cannot accept returns of items that have been used, altered, washed, assembled or damaged after delivery, or items returned without prior contact so that we cannot identify who sent them.
Orders that never arrive
If tracking shows your parcel as delivered but you have not received it, please check with your building reception, neighbours and any local depot first, as parcels are often signed for on a recipient’s behalf. If it still cannot be found, contact us and we will open an investigation with the carrier.
If a parcel is confirmed lost in transit, you will receive a replacement or a full refund. You are not expected to absorb the cost of a parcel that never reached you.
Refused deliveries and customs charges
If a parcel is refused at the door, or is not collected from a depot and is returned to origin, we will contact you to discuss the options. In this situation shipping costs already incurred are not refundable, because the delivery service was performed.
Customs duties and import taxes charged by your country’s authorities are not refundable by us. We never receive that money, so we are not able to return it. Our shipping policy explains this in more detail, and we recommend reading it before ordering higher-value items.
How refunds are issued
Approved refunds are returned to your original payment method. We process them within five business days of approving the refund or, where an item is being returned, of receiving it back.
Once we have issued a refund, the time it takes to appear in your account is determined by Cashfree and your bank rather than by us. This is commonly a further three to ten business days. If a refund has not appeared after ten business days from our confirmation, contact us and we will provide the transaction reference so you can raise it with your bank.
Partial refunds
Sometimes a partial refund is the most sensible outcome for everyone: a minor cosmetic flaw on an item you would rather keep, or one item missing from a multi-item order. We are happy to arrange this where it suits you, and it is often much faster than a return.
How to start a return or report a problem
Contact us through the contact page on this website. Please include your order number, a description of the problem and, if the item is damaged or incorrect, photographs showing the issue and the packaging. Photographs genuinely speed things up, because they usually remove the need for any further back-and-forth.
We aim to respond to every return request quickly, and we will tell you clearly what happens next rather than leaving you to chase us.
Your statutory rights
Nothing in this policy reduces the rights you have under the consumer protection law of your country of residence. Where local law gives you stronger rights than this policy, the law applies.