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Return FAQ

1. How to return the unwanted item?

European Union customers also have the right to withdraw a purchase within seven working days after the receipt of the product. For more information please see  Your Statutory Rights.

If you want to withdraw your purchasing, which has no damage, defect or error, within the seven working days cooling-off period, we will issue a refund together with the original postage charge to you. It is customer’s responsibility for the returning postage cost.

  • Please inform us within 7 days of receipt through Online Return Procedure.
  • Sign into your account, click "Completed orders", select the order containing the items you would like to return.
  • Click on "RETURN ITEMS" button and choose the reason why you want to send your item(s) back.
  • Please specify the problem as descriptive as possible in details in the “Comments” area.
  • The return request will be authorized within 24 hours,  you will then receive an email containing your RMA number
  • Once the above steps are completed, the return shipping label and relevant documents will be ready for you to print from the “Return Requests” page, which contains important return procedure information.
  • TThe returned goods are your responsibility until they reach our warehouse.
  • It is customer's responsibility for returning cost.
  • For your protection, We recommend you to use the recorded-delivery service if the returned item worth 50 GBP or more

Items should be returned in their original packaging to ensure they are adequately protected in transit. The goods must be in an unused and saleable condition with all tags and labels attached. All returned goods will be inspected once they reach our warehouse. Please note that any retail boxes should also be protected as they are considered as part of the product. Your return may not be accepted if the retail box is damaged.

If the returned item has been found used, scratched, damaged, or it is not in any saleable condition, we will have to charge the restock fees which is between 10% - 30% of the returned item based on the condition.


2.   How to exchange the item?

It's free to exchange items based on stock availability. Shipping is free on the replacement item,

However:

  • the item has to be returned back to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, it is under unused and saleable condition)
  • It is customer's responsibility for returning cost.

If the returned item has been inspected as used or not under saleable condition, we will not be able to issue any exchange, the store credit or part of the payment will be refunded back to you.

To exchange an item

  • Please inform us within 7 days of receipt through Online Return Procedure.
  • Sign into your account, click "Completed orders", select the order containing the items you would like to return.
  • Click on "RETURN ITEMS" button and choose the reason why you want to send your item(s) back.
  • Please be as descriptive as possible regarding the return in "Comments".
  • The return request will be authorized within 24 hours,  you will then receive an email containing your RMA number
  • Once the above steps are completed, the return shipping label and relevant documents will be ready for you to print from the “Return Requests” page, which contains important return procedure information.
  •  The returned goods are your responsibility until they reach our warehouse.
  • It is customer's responsibility for returning cost.
  • For your protection, we recommend you to use the recorded-delivery service if the returned item worth 50 GBP or more.
3.  My return was processed but i want not refunded my delivery charge?

We will usually make a refund of the goods’ selling price, excluding the delivery charge, except the order is

  • cancelled under the UK Distance Selling Regulations
  • or the product is faulty(within 30 days of the delivery)
  • or incorrect.

4. Have you received my returned goods?

As soon as your returned item is processed, we will inform you with an email.

In case you don’t receive any notification email within 10 days after you post the returned item, please get in touch with our  Customer Care Team , we will get back to you within hours..

If you use any postal services which has a tracking number, e.g. Royal Mail Recorded Delivery, please inform us with the tracking number when you contact us.


5.  I have been refunded the incorrect amount

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care  who will try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

The delivery charge, which would only be refunded

  • under cancelled orders made under Distance Selling Regulations
  • or if the goods are faulty (within 30 days of delivery)
  • or the good is incorrect.


Any discounts that were applied at the time of sale, which may not now be applicable


6.  I returned an item and it was incorrectly refunded or replaced

We sincerely apology if any mistake made during the process of your request.

If you were expecting a replacement but got a refund instead, this may be due to the reason that your preferred item is out of stock. In this case we would automatically issue you with a refund so that you will have the opportunity to purchase any other product instead

If you were expecting a refund but received a replacement goods, please get in touch with our  Customer Care Team  so we can sort it out for you


7.  Can i return unwanted items that were bought using a gift voucher?

Of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.

For your convenience, we’ll refund anything you paid for with your debit/credit card first, and then send you a new 16-digit code for any outstanding gift voucher credit you are owed


8. Can i cancel or return a gift voucher?

If you are the Purchaser, Please provided the gift voucher has not been redeemed or associated with an account, please contact our Customer Care Team  for assistance.


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