Easy Return / Exchange How do I return or exchange any product? We offer free and easy returns or exchanges within 30 days after your order is placed. You can return your item when: • The product does not meet your requirements. • The wrong product was ordered/sent. • The product was delivered damaged. Please note that our Returns Service is free of charge using DHL’s Return Service. If an alternative method is used, then the customer is responsible for all costs incurred, and you must obtain proof of postage, as we cannot be held responsible for any parcels going missing during transit. Returns & Exchanges Process Please complete the following steps to return or exchange your items: 1. Contact Us Please contact our Customer Service Team by telephone on 0330 822 0222 or via the live chat service on our website, or alternatively, you can e-mail firstname.lastname@example.org quoting your order reference number. Our Customer Service team will provide you a return code, linked to your initial order number. If your item has arrived damaged or faulty, please take detailed photos of the faulty parts and send them to our Customer Service team within 48 hours. 2. Pack Your Return Securely The returned product should be sent in its original packaging and must not show any signs of damage. If necessary, for extra protection, the product should be placed in a protective mailing carton and sealed. 3. Create a Returns Label Enter the code provided by our Customer Services Team on our courier DHL’s Parcel Return Service website to generate the DHL Parcel’s return barcode. 4. Drop Off Visit DHL Service Point to select your nearest drop off point. 5. Receipt After you have dropped your parcel at the DHL ServicePoint you will receive a receipt and tracking details, sent to the email address provided for the original delivery. 6. Refund Your refund will be processed within 3 days of us receiving the products back to our warehouse, providing that the product arrives in its original unopened packaging and in a resalable condition. In the unlikely event of any discrepancies, our customer service team will contact you accordingly. What is your returns policy? In the unlikely event that a product you received does not meet your needs or fulfil your requirements, you may return it up to 30 days after the date of purchase. Customer satisfaction is our priority, so we’ve made it easy to return the goods free of charge, provided that: • The product is in resalable condition, in original packaging, unused and undamaged. • You notify us within 30 days after placing your order. • You can provide proof of purchase. You have up to 30 days to return your items after the date of order. However, this does not affect your statutory right to return within 14 days after the delivery date. We are unable to accept returns for perishable goods such as food and drink or for personalised products, unless they are faulty on delivery. For your security, we cannot refund a different card or a different payment method, except to the one you made the original purchase with. We will refund the original delivery charge only if a complete order is returned within 30 days after the initial order date. This policy does not apply to the following products: • All digital products and CD’s, books and all printed material, • Personalised products, • The products which are not shipped and/or delivered. If you wish to cancel the order before shipping, please contact our Customer Service via phone, from the contact details shown at our website. How do I cancel my order? If you wish to cancel your order before shipping, please contact our Customer Service Team on 0330 822 0222 as soon as possible after placing your order. When will I receive my refund? For orders placed using a credit or debit card, refunds may take up to 5 working days to appear in your account, depending on your bank/card issuer. For PayPal transactions, refunds may take up to 3 working days. For your security, we cannot refund a different card or a different payment method, except to the one you made the original purchase with. We will refund the original delivery charge only if a complete order is returned within 30 days after the initial order date.