It is important that you check the contents of your order upon arrival. If any errors occur or issues arise then this needs to be reported to us immediately so that we can investigate and resolve any issues as soon as possible.
Our returns policy is applied from the day in which the customer or a third party other than the postal courier acquires physical possession of the goods and will last for 30 days. After 30 days have passed, unfortunately we can no longer offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it in the original packaging with no retail seals broken. If you decide you want to return an item before the goods have arrived within your possession, we ask that you do not refuse delivery. Instead, accept the goods and contact us immediately. Refusal of the parcel may actually result in delays to the parcel being returned or potentially lost. Any items returned are the customers responsibility until the items arrive at our warehouse. Please ensure that you return your items using a delivery service that insures you for the value of the goods or has tracking for the parcel.
During the holiday season our returns policy will be extended. Orders placed between December 1st to December 31st will be able to return their goods up until January 31st the following month.
s.1(2) Non-returnable items:
- Opened items that cannot be resealed
- Items with a mystery element e.g. Mystery Boxes, Blind bags etc.
- Gift cards
Please also note that partial returns on Bundles are not accepted. If you wish to return a bundle, all items included within the bundle must be returned together, unless clear permission has been given by our customer service team prior to the return being made.
Before attempting to return an item you must contact our customer service team. Within your initial email please include your order number and explain the reason for your return. You can contact us here.
When shipping replacements or exchanges. We will only use Royal Mail 2nd Class or Royal Mail 2nd Class Tracked. If you would prefer a different shipping method be used for your parcel please include this in your initial email to our customer service team.
Our Refund Policy does not affect your statutory rights. All customers are entitled to a full refund if they wish to cancel their order within 14 days of purchasing an item.
Once your return is received and inspected we will notify you of the approval or rejection of your refund. If your return is approved, a credit will be issued to the original payment method used for the transaction. Please allow up to 5 days for a refund to be processed back to your payment method.
s.2(1) Late or missing refunds
If you haven’t received a refund after 5 days of us approving your request for a refund, first check your bank account again. In some instances the refund may need to be manually approved or may have been rejected. In this instance, please contact us and we will try our best to resolve any issues you are facing regarding your refund. You can contact us here.
s.2(2) Damaged items
If you purchase an item that was listed as damaged you are not entitled to a refund. However, if your item was described as new and arrived damaged you are entitled to a return or exchange (subject to availability). If you request a replacement and the product is no longer available, we will process a refund back to the original payment method used to purchase the item.
Return postage costs are covered by the customer (please also note that your original postage charge will not be included in the refund). We will only cover the postage cost to replace items if the item is defective, damaged or if we have sent you the wrong item.
Please note: Exchanges are only valid for UK customers. International customers who wish to make a return can only receive a refund for their item, the cost of shipping, duties or taxes are not included.
s.2(4) Partial Payment
If you selected partial payment to purchase a pre-order item you will pay 10% + postage at the point of purchase with the remaining amount due once the item has arrived in stock. We will then send you an invoice to complete your purchase once the item is ready to be shipped. We allow up to 7 days to complete your purchase after your item is in stock and ready to ship before we reserve the right to cancel your order.
Please note: if you have not requested an extension to your payment deadline or contacted our customer service team via email to cancel the order after we have sent you the invoice to complete your purchase via email, we will cancel your order and your deposit will be lost. The 10% deposit + postage fee is non refundable after the payment deadline has been reached. If you contact us after the payment deadline we will still be happy to refund the deposit paid via store credit.