Returns & Order Issues – FAQs

We aim to make every order right. If something isn’t quite as expected, please review the guidance below and contact us as soon as possible so we can help.

What should I do if my item arrives damaged or faulty?

If your item arrives damaged, faulty, or with missing components, please contact us within 3 business days of receiving your order.

You can reach us via email or online chat. Please have the following details ready:

Order reference number

Item code(s) affected

In most cases, we’ll ask you to email a clear photograph of the item, including the item code and order number. Once confirmed, we’ll credit your account for the value of the damaged or faulty item(s).

In some cases, we may request the item(s) to be returned. If so, we’ll provide a Returns Form along with clear instructions tailored to the size and value of the return.

Please note: For damaged or faulty items, account credit is issued rather than a refund or replacement.

What if an item is missing from my order?

If an item is missing, please contact us within 3 business days of the delivery date.

When getting in touch, include:

Your order number

The item code of the missing product

Once verified, we’ll credit your account for the value of the missing item(s).

Please note: Account credit is offered rather than a refund or replacement.

I received an item I didn’t order – what should I do?

If you’ve received an item that wasn’t part of your order, please inform us as soon as possible.

In most cases, we’ll arrange a collection or provide a prepaid return label. If you were charged for an item sent in error, we’ll issue a refund for that item once the issue is resolved.

Can I return items I ordered by mistake?

If you ordered the wrong item or too many items, please notify us within 3 working days of delivery.

When contacting us, please provide:

Your order number

Item code(s)

Quantity you wish to return

We’ll send you a Returns Form to complete and include with the returned items.

Please note:

Return postage costs are not credited for items ordered in errorOnce the returned items have been received and inspected, we’ll issue a credit to your account. The original delivery charge will be deducted from the credit note.