RETURNING AN ITEM
We hope that you will be happy with your purchase and understand that on occasion you may wish to return an item. We fully comply with the Distance Selling Regulations 2000 (DSR) for your peace of mind.
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a return and refund.
If you've changed your mind about keeping your purchase, please contact us within 14 days and then return any unwanted item within a further 14 days, unless faulty, in its original condition. We'd expect this to mean:
If you are shipping an item over £50, we recommend adding a tracked shipping service and purchasing appropriate insurance. Services such as Parcel2go or Parcelmonkey offer a wide range of couriers who will collect. We don’t guarantee that we will receive your returned item and we don’t accept responsibility for loss or damages caused by your carrier. Returns in person are not accepted and you will be turned away.
We will make the refund no later than 14 working days after the day we receive the approved order back from you. There are certain situations where only partial refunds or e-vouchers are granted or goods are returned to the customer. Any item not in its original condition is damaged or missing parts, or for reasons not due to our error. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you, or we may return it to you. We cannot be held responsible for any returned items that are lost, delayed or damaged during transit. Goods approved for return within 14 days but returned after the 28 days will be reimbursed as an e-voucher.
There are some exclusions for eligibility to return including perishable goods, personalised or made-to-order products such as wallpaper, sealed products including beauty and fragrances (inc home fragrances), jewellery, hygiene goods, face masks, electrical items and gift cards. This does not effect your statutory rights.
To return your items please use the Returns Centre on the website, stating your receipt order number, contact details and the reason for return. Once the Return is approved the Returns Address and authorisation email will be issued which needs to be placed inside your package. Returns will not be accepted without the completed online authorisation within 14 days of receipt. You will be responsible for paying for your shipping costs for returning your item. Return shipping costs are non-refundable.
FAULTY, DAMAGED OR INCORRECT GOODS
If you are returning your goods because they are damaged, faulty or have been incorrectly supplied by us, please contact us immediately on receipt of the goods through the Returns Centre or email@example.com advising of the issue and upload a clear photo of the shipping label, the outer box and the goods received. If goods are visibly damaged at the point of delivery, please check the products and only sign for goods you are happy to receive them or sign as 'unchecked’ or ‘damaged'. Once received please check your goods on arrival, if you find an item significantly not as described or damaged please take a photograph or video of the damaged item, courier label and outer packaging at the time of opening and notify us within 7 days so that we can arrange a collection/return and a replacement. Please notify us though the Returns Centre and upload unedited images of the goods, label and outer packaging at the same time. Do not dispose of any packaging as this will invalidate your return. All damaged, incorrect or faulty goods must be advised to us before return and returned in the same packaging as they were sent to you. We don’t accept any responsibility for the customers own breakage through misuse, replacement fraud, forward carriage or moving home, delayed inspection or furniture put together after delivery. For smaller damages/faulty items you will be asked to return good at they arrive and you will be sent a Return Label by email, please follow the instructions. For larger items a repair will be offered, or a replacement will be arranged. Any collection agreed will be chargeable and deducted from the value of the goods. If a replacement item is out of stock and not expected back in stock within 30 days a refund or e-voucher will be offered.
If you are having trouble with getting a clock to work, check our troubleshooting guide here.
For items over 30 days covered by a manufacturer's warranty please contact us or check the warranty supplied with your goods and contact the manufacturers. This does not affect your statutory rights.
STANDARD FREE DELIVERY OFFER
If your order qualified for free shipping and a return brings the order below the promotion threshold we reserve the right to make a charge for shipping.
REFUSAL OF GOODS
Refusal of goods is not a form of return unless goods are visibly damaged. Please follow the return instructions. If ordered and goods are refused at the point of delivery we reserve the right to charge for the delivery attempt and return, as an example DPD charge £16 for a standard size parcel.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. It should be noted that due to COVID-19 we are unable to handle any return package for 3 days. We will also inform you of the approval or rejection of your refund. Shipping costs are non-refundable.
LATE OR MISSING REFUNDS
If you haven’t received a refund first check your goods have been returned to us and locate the returns notification. If 14 working days have gone past please check your tracking to make sure the parcel has been delivered before contacting us with those details. If we have sent you a refund notification and you have not received the funds contact your bank account or the credit card you used. Please be aware it may take up to 5 days before your refund is officially posted. There is often 10 days processing time before a refund is posted with Paypal due to their complicated banking system.
If you’ve done all of this and you still have not received your refund yet, please contact us using the help button on the bottom left of the Home Screen and provide tracking details, and we can look into the matter for you.
Unfortunately, we do not offer refunds or exchanges on sale items after 14 days. This does not affect your statutory rights.
To exchange your items, please contact us via the help button on the left hand side of the website stating your order number, contact details and the reason for exchange. Once we have received this, we will issue you an authorisation code which needs to be noted inside your package. Exchanges will not be accepted without the authorisation from us via email. We will send an e-voucher to the value of your returned order for you to repurchase.
If you are returning an item valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We cannot be held responsible for any items lost or damaged during transit or orders returned without the correct paperwork. Due to Health & Safety and COVID-19 restrictions we are unable to accept goods directly to any of our warehouses and you will be turned away.
OUT OF STOCK ITEMS
If your item is out of stock, we’ll email you to let you know as soon as we can. If you’re happy to wait and the item comes back in stock within 28 days, you’ll be billed, and the item will be shipped to you. If it’s still not available within 28 days, your order will be cancelled, and you’ll be refunded unless you’ve agreed otherwise or it’s a longer delivery item.
If you are not happy to wait, please contact customer services via the Help Button on the website.
HIGHLANDS, ISLANDS & BFPO
Sorry, we can't currently deliver website orders to BFPO addresses or to address we believe to be insecure such as PO Boxes. We deliver to most postal areas in the UK including Northern Ireland. However, geographical location and courier availability can restrict our service. We may not always be able to deliver specific products to Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man.
We are currently not taking any further orders to areas with post-Brexit customs control in the UK or EU. We are not liable for any customs charges incurred.
Consumer Contracts Regulations 2013
The Consumer Contracts Regulations 2103 legislation offers you the following cancellation rights when you buy online or by phone: