Returns & refunds

Use withdraw from contract here: tell us the order and the items, confirm, and you get a receipt on screen and by email. Any clear message works too, for example an email to [email protected] or the model withdrawal form. You do not have to give a reason.

You can withdraw from a purchase within 14 days of receiving it. On top of that, most items can be returned within 30 days of delivery on the same terms; an item page says if one cannot. Send the items back within 14 days of telling us. We refund everything you paid for them, including standard delivery, within 14 days of your message, to the payment method you used; we may wait until the items are back or you show proof of posting. You only pay for any loss in value from handling an item beyond what you would do in a shop.

Every item has the legal guarantee of conformity: at least two years from delivery for new goods. Email [email protected] with your order reference and a photo. You choose a repair or a replacement, and where neither is possible you get a refund. We pay the return postage.

For a change of mind, the return postage is yours. For anything faulty, damaged or not as described, it is ours, and we send you a prepaid label where we can.

As the law allows: goods made to your own specifications or personalised for you, and sealed hygiene items, such as opened personal care products, once you unseal them after delivery. The item page says when this applies.

Some items are marked Ships from a third-party seller: we buy them for you from an independent seller in Europe, who posts them straight to you. We are still your seller, so every question, withdrawal and return comes to us, never to the seller. They have the 14-day right of withdrawal and the legal guarantee; the longer 30-day window does not apply to them. We tell you where to send the item back.