Returns & Exchange
We hope you’re delighted with your order. But if you’re not completely satisfied and would like to make a return, here’s our returns and exchange policy.
We don't like waste, which is partly why we've decided not to have an 'all you can eat' returns policy like so many of the big 'high-street' online retailers. It encourages impulse buying, burns through a lot of carbon-based fuel and keeps items in delivery vans and not hanging on rails - this is not sustainable. Plus, retailers often drive their prices up, or quality down, to make up for these overheads. So, unless otherwise stated, and subject to UK law, we generally don't do free returns.
You can return a regular order or reserve order up to 14 days after it arrives with you. It's normally down to the customer to pay for the safe return of their items before we can issue either a refund or a credit note. From time to time, we might offer free returns as part of an advertised promotion.
Unless we've made a mistake, we aren't able to exchange items directly. If, for example, an item is the wrong size, you can check to see if we have another. If we do, we'll keep it for you until we receive the return, and then send you a private link to buy the item we have on hold for you using a credit note.
You can’t usually return a private order or a made-to-order piece. So when you buy something, we’ll get in touch to tell you when you can expect it and answer any questions you might have. If you’ve changed your mind, we’ll give you your money back before the item is made. (We'll let you know this cut off date in our first confirmation email.)
Of course, if anything we send you is ever faulty, or doesn't match the description or image of what you ordered, we'll give you a full refund and take care of all the return shipping. With Made to Order and Private Order items, the display sample may differ very slightly from the item that’s produced. We’ll always tell you about these differences up front when we can, but it might not always be possible.
You can read our full terms & conditions here.
OUR CONTACT DETAILS
Call +44 (0)20 8968 7878 (10am to 6pm UK time)
- To ask for a return, send us an email with the subject ‘Return’ or give us a call. Tell us your order number, what you’re returning and why,
- We’ll send you a form. Print this off, fill it in and enclose it with the item you’re returning.
- You’re responsible for arranging and paying for the return shipment. Please email us your shipping provider and the parcel tracking number. (We recommend you use a tracked service. We can’t be held responsible for anything lost or damaged on its way back to us.)
If you’re outside the UK, make sure you mark the package ‘Returns’ and include multiple copies of the invoice (and any other documents) to avoid any customs charges. We can’t be held responsible for these charges and we can’t process a return before we get the item back.
- Once we receive the item, we’ll check that it’s in an unused and resaleable condition. If everything is okay, we’ll email you, and refund you within 14 days of the item arriving back with us.
If you’d like to exchange an item, send an email or give us a call. Tell us your order number and we’ll send you an exchange form.
If you’d like to cancel an order, please get in touch. If we haven’t dispatched the order (or production has not yet started, as is the case with Made to Order or Private Order), we’ll process your refund immediately. If the order has already been dispatched, you can return it as standard (outlined above) once it arrives.
You can see our full terms and conditions here.