Returns & Exchange Policy
We want you to love our products as much as we do but we understand that things don’t always go to plan or that the item you purchased just isn’t quite right for that special little someone.
You’ve changed your mind:
we will accept returns for a refund provided you notify us by email (email@example.com) within 60 days of receipt. In order to issue a refund, we must receive the returned item(s) unused and in its original packaging.
Your order is damaged or faulty:
we will replace or refund your item(s) if damaged or faulty provided you notify us by email (firstname.lastname@example.org) within 7 days of receiving your item(s) (grace periods are given over the Christmas period).
In some instances we will ask you to send photographic evidence or return the damaged item(s) to us prior to issuing an exchange or refund.
You would like an exchange:
Unless we are sending a replacement for a damaged or faulty item, if you would simply like to exchange an item we recommend making a separate purchase for the new item and then returning the unwanted item.
Your order has not been delivered:
If your order has not been received within 7 days of placing your order you must contact us by email (email@example.com) so that we can have our courier firm trace the package.
We cannot accept claims for missing orders more than 7 days after the date of order.
To return your items to us:
- Package the item(s) securely to ensure it is not damaged in transit.
- Enclose a note within your package which includes your order number, name and contact details
- Send your returned item(s) to 39 Stonegate, York, YO1 8AW, UK. We advise that you always obtain proof of postage
- Once we receive your item(s), we will send you a confirmation email and process your refund or exchange within 5-10 days
Please note, the customer is responsible for the postage costs of returned items that are not faulty or damaged. We do not issue refunds on postage costs.
If you have any questions at all about our Returns & Exchange Policy please feel free to contact us at firstname.lastname@example.org. We are here to help!