Refund policy

Returns, Refunds & Problems With Your Order

We hope you are happy with your order. If something isn't right, please contact us and we will do our best to help.

Change of Mind Returns

If you are a consumer purchasing from our EU store, you generally have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason.

To exercise your right of withdrawal, please contact us within 14 days of receiving your order and clearly let us know that you wish to return it.

You then have 14 calendar days from the date you notify us to send the goods back.

Customers are responsible for the direct cost of returning change-of-mind purchases. We strongly recommend using a tracked shipping service and keeping proof of postage until your refund has been completed.

Condition of Returned Items

You may inspect a product as you reasonably would in a physical shop.

You are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and functioning.

Where appropriate, we may therefore make a deduction from the refund if an item has been used, damaged, altered or otherwise handled beyond what would reasonably be necessary to inspect it.

Please return products with their original packaging where reasonably possible.

Cosmetics and Hygiene-Sensitive Products

Certain sealed products that are not suitable for return for health or hygiene reasons may be excluded from the right of withdrawal once their seal has been broken.

This may apply to certain cosmetic or personal-care products where applicable.

This exception does not affect your rights if a product is faulty, damaged, incorrect or otherwise not in conformity with your order.

Refunds for Change-of-Mind Returns

When you exercise your legal right of withdrawal, we will refund the amount paid for the returned products together with the cost of our least expensive standard delivery option, where required by law.

If you selected a more expensive delivery method, such as express shipping, the additional shipping cost is not refundable.

Refunds will normally be made to the original payment method.

We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

Cancelling an Order Before Dispatch

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible by replying to your order confirmation email.

If we are able to stop the order before dispatch, we will cancel it and refund the amount paid.

If the order has already been dispatched, it will normally need to be treated as a return under the change-of-mind procedure above.

Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if your order arrives damaged, defective, incomplete or incorrect.

For visible damage, sending photographs of the product and packaging can help us resolve the issue with the shipping carrier more quickly.

Depending on the circumstances and your statutory rights, an appropriate solution may include replacement, repair where applicable, a price reduction or refund.

We will not charge you return shipping costs where goods need to be returned because they are faulty, damaged, incorrect or otherwise not in conformity with your order.

Nothing in this policy limits your statutory consumer rights.

Parcels Showing as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please contact us.

We may ask you to check with household members, neighbours, reception or concierge areas, your local postal office or the delivery carrier, and we may open an inquiry with the carrier.

Once an order has been delivered into the physical possession of you, or another person or location you designated to receive it, responsibility for loss or theft occurring after successful delivery passes to the recipient.

Packages Returned to Us

Packages may occasionally be returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel from the carrier.

If this happens, we will contact you.

If you would like the order sent again, you may be responsible for the additional shipping cost where the return was caused by an incorrect address supplied with the order or failure to collect the parcel.

If you prefer a refund rather than redelivery, we will refund the amount due in accordance with applicable consumer law. Where legally permitted, actual shipping or return costs caused by an incorrect address or failure to collect may be deducted.

Delayed Parcels

Delivery times shown on our website are estimates unless expressly stated otherwise.

Occasional delays can occur because of postal disruptions, weather, public holidays, customs or other circumstances outside our immediate control.

If your tracking has not updated for several days, this does not necessarily mean the parcel has been lost.

Please contact us if you are concerned and we will check the available tracking information and assist where possible.

Parcels Lost in Transit

If a parcel appears to have been lost while in transit, please contact us.

As a guideline, if tracking has shown no meaningful movement for 10 business days, we can investigate the shipment with the carrier.

If the shipment is confirmed lost, or if sufficient time has passed for us reasonably to consider it lost, we will arrange an appropriate replacement or refund.

Your statutory rights are not affected.