Returns and Replacements
We will happily accept returns or replacements under the following situations:
1 - Items Received Damaged and with Damaged Packaging - damaged items must be notified to us as soon as they arrive. You will need to send us a photo of the damage to the item and the packaging in which it arrived. We will review the information you send to us and advise you of a Returns Number which you must state in any communication with us. Once you have your Returns number you must:
- return the original to us in its original packaging and
- using the same method of delivery as the items were originally sent
We will send out a replacement item if one is in stock as most of our items are made individually. If a replacement item is not available we will notify you of this and either:
- agree a full refund of the original cost of the item including the original postage and the return postage, or
- agree to send you a replacement item as soon as one is available.
We will carry out an investigation into the damage with our carrier. You will not be entitled to any compensation we receive from the carrier as a result of this investigation as the action taken to resolve the situation will be covered under 1 or 2 above.
2 - Items Received Damaged/Defective with No Packaging Damage - if your item arrives damaged with no visible damage to it's packaging we will either:
- replace the item or
- refund the item including the postage costs.
You will need to send us a photo of the damage to the item. We will review the information you send to us and advise you of a Returns Number which you must state in any communication with us. Once you have your Returns number you must:
- return the original to us in its original packaging and
- using the same method of delivery as the items were originally sent
We will send out a replacement item if one is in stock as most of our items are made individually. If a replacement item is not available we will notify you of this and either:
- agree a full refund of the original cost of the item including the original postage and the return cost of postage, or
- agree to send you a replacement item as soon as one is available.
3 - Items Returned as Unwanted - if you receive your item(s) and then decide you no longer want it/them we will either:
- issue you with a refund for the cost of that item including the original postage cost
- provide you with a store credit to be used against future purchases
You must notify us immediately if you wish to return an item to obtain a Returns number which must be clearly stated in all correspondence with us. You will need to return the item to us in its original packaging. We will provide a carrier label and you will not be entitled to a refund of the return postage costs.
Once we receive the item we will inspect it and put it back in to stock if it is still of saleable condition. Refunds will not be given for any item which is received as a return and is not of saleable condition. Should the item arrive back with us and it has been damaged in transit we will carry out an investigation with our carrier. Once the result of that investigation is known we will contact you and inform you of whether or not a refund or store credit is applicable. You will not be entitled to any compensation we may receive from our carrier as a result of the investigation.
4 - Replacement Items - will only be provided once the original item has been returned and dealt with in the appropriate manner according to 1,2, or 3 above.
5 - Missing Items - If you receive your order and there are items missing from your package, you must notify us at once. We will required a photograph of the items you received and of the packaging to ascertain if the item was lost in transit or omitted from the pick list when your order was prepared. If the item was missed, we will replace it at no additional cost. If the packaging of your order has been damaged and there is a possibility the item was lost in transit, we will action your request in accordance with 1 above.