refunds & returns
step-by-step guide to returns:
refunds & returns policy FAQs
To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process.
Alternatively, if you are experiencing any issues contact us by logging into your account.
Once you have requested your return you have up to 30 days from the day you received your order to return your items to us. Please return the items in their original packaging, package the items securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you return your items to us.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
Please note, all unwanted items need to be returned in pristine condition with all tags intact.
All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return.
what should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact us with all information you have. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with absolute minimal inconvenience.
what should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
We review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.
how do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
can I exchange an item?
Unfortunately, we do not offer exchanges at this time, this may be something we look to do in the future. If you require a different item, please request a refund on the item you are returning and place a new order on our website.
If you are not satisfied with the way in which we have handled your return or replacement, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at firstname.lastname@example.org or by post at Customer Service Department, Canterbury Customer Service Department, 1-2 The Stables Gadbrook Park, Northwich, CW9 7RA.
example cancellation form
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):