Returns & Refunds

Our policy starts from date of delivery.

You must arrange to return your item(s) within 14 days of the delivery otherwise we may not be able to offer you a refund or exchange. You will not be eligible for a refund, replacement or credit if the returned item is not received by us within 14 days of you informing us that a return is needed.


Several types of goods are exempt from being returned. Printed clothing, replacement orders and personalised items cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Shoes / Clothing; 

We accept returns if the item is unused, is in it's original packaging, still has all labels on and has no markings. All returns are quality inspected within 48 hours of being received and sent to a charity warehouse.

We do not pay for returns unless the item was damaged in transit or incorrect.

Additional non-returnable items;

Gift cards
Downloadable software products
All health and personal care items

To complete your return, we require a receipt or proof of purchase. Please contact us via no later than 14 days after your item was delivered.

We cannot guarantee a credit note or refund if the returned items are received without a note stating your name / order number.

To be eligible for a return, your item must be unused and in the same condition that you received it, plus where possible, be in the original & undamaged packaging.

Buyer pays returns costs unless previously agreed with us.

Please do not send your purchase back to the returns address on the parcel. Any items sent to any address other than the one we send you  during our returns process cannot be guaranteed a refund. (The address on the label is usually a national depot we use for failed delivery or lost post, therefore they will not accept a return parcel) - The cost to obtain it from these depots is £10 and will be charged to your account if you send the parcel there...sorry, it is not our charge).

Any item not in its original condition, is damaged or missing parts for reasons are not accepted in our refunds policy unless otherwise agreed with us. 

If you believe the item is faulty, it is your responsibility to prove it does not work / is damaged due to being faulty. We do not accept returns if you have broken an item whilst using it.

If a product has an age restriction or guidelines we do not accept responsibility for and returns due to damage if your return reason goes against the mentioned ages.

Any item returned more than 14 days after the date you requested the return may not be eligible for a refund / credit note.

Refunds (if applicable);
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Credit Notes;

Any credit notes will be in the form of a discount account amounting to the total due to be credited and will be sent to you on email, after we have approved it. There is NO expiry date on the credit note and is only valid for use with the same email address used in the original purchase (unless you inform us of a change of email).

It can take up to 14 days to receive your refund / credit note, but we aim to complete it within 48 hours.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Exchanges (if applicable);
We only replace items if they are defective or damaged in transit (this only includes a damaged item, or severely damaged boxes. Slight marks, creases and dents on the box the item is stored in are to be expected). If you need to exchange it for the same item, send us an email at we will supply a posting address for you to return the item for inspection.

We complete replacement orders if you ordered incorrectly, however the buyer is responsible for postage in this situation unless we sent an incorrect item.


To return your product, you should email us first and we will supply you with a shipping address of our warehouse closest to your area.

You will be responsible for paying for your own shipping costs for returning your item. unless agreed otherwise. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

You should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot be held responsible if it goes missing in transit.

We cannot look to complete a refund / replacement / credit until we have the items in our possession.