Returns and refunds

If something is wrong with your order, tell us within 30 days of it arriving and we will put it right.

If something arrives damaged, broken, or wrong

Have a look at your parcel when it arrives. If anything is wrong, the link in your shipping email takes you straight to a short form — tell us what happened within 30 days and add a photo of the problem. We cannot sort it out without the photo. Emailing us works too.

We will sort it out with you, usually by sending a replacement. If we cannot replace it — it is sold out, or the replacement goes wrong too — we refund you in full instead.

Small things that are not faults: a loose thread, a light crease from being folded, a tiny surface mark, or a knocked-about outer box when the item inside is fine. Postage across the world is rough on cardboard.

If your order never arrives

Tell us as soon as tracking stops updating and we will start chasing it with the carrier straight away. You do not have to wait for a particular date to get in touch.

If the carrier confirms it is lost, we replace it or refund you then and there. Otherwise a parcel is treated as lost once 45 days have passed since it left the warehouse, and we put it right at that point. Parcels do sometimes crawl through customs and turn up in week five, which is the reason for the wait rather than an excuse for it.

Two things we cannot cover, both outside our hands once a parcel is with the carrier: a delivery that tracking records as completed, and a parcel that could not be delivered because the address was incomplete, or that went back after sitting uncollected at a depot. Tell us anyway if tracking says delivered and you do not have it — we will take it up with the carrier, we just cannot replace it automatically. Do check your address at checkout.

If you changed your mind

Orders go to our warehouse the moment you place them, and once they are in the queue we cannot pull them back out. So we are not able to cancel an order or refund a change of mind.

Please do check your bag before you pay. Everything above still applies if there is anything actually wrong with what turns up.

How refunds work

Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank. We email you the moment we send one.

Fair use

Putting things right costs a shop this size real money, and we would rather spend it on people with a genuine problem than lose it to a few people working the system. So:

• Each order can be put right once.
• A parcel counts as lost once the carrier says so, or 45 days after it left the warehouse. Get in touch before then and we will chase it, but that is the point it is settled.
• Repeated claims on an account get looked at properly, and we may decline to sell to that account in future.

If you think we have got one of these wrong, reply and say so. A real problem always beats the rule.