Returns & Cancellations

Changed your mind? If you're a consumer in the UK, you have a legal right to cancel most online orders.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order within 14 days of the day you receive the goods, without giving a reason. If an order arrives in several deliveries, the 14 days start from the day you receive the last item. You can also cancel any time after ordering and before delivery.

• How to cancel: tell us clearly, for example by email to [email protected] or via our contact page. You can use the model cancellation form below, but you don't have to.
• Sending items back: return the goods within 14 days of telling us you're cancelling. Return address: Unit 25, Enterprise Way, London NW10 6UG. Please don't send returns to any supplier address unless we ask you to.
• Return postage: [Owner decision: customer pays / we pay] the cost of returning goods. This will be stated clearly before launch.
• Refunds: we'll refund you within 14 days of receiving the goods back, or of you giving us evidence you've sent them, whichever is earlier. The refund includes the standard delivery cost you paid and goes back to your original payment method.
• Condition: you can handle items as you would in a shop. We may reduce the refund if an item's value has gone down because it was handled more than needed to check it.

Exceptions

The right to cancel doesn't apply to some goods, for example sealed goods that aren't suitable for return for health or hygiene reasons once unsealed after delivery, and goods made to your specification or personalised. Any exception will be stated on the product page.

Faulty or not as described

This is separate from the right to cancel. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days, and after that you're entitled to a repair or replacement (or a refund if that doesn't work). We pay return costs for faulty items.

Model cancellation form