Returns & Refunds Policy
You may return items that have not been custom made or tailor made in a new and unused condition, with tag(s) and wherever possible in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items.
If you wish to arrange for goods to be returned, please contact customer services on 01438 211744 quoting your order number and reason for return. Instructions on how to return your order to us will be provided. Once we receive the returned product, we will replace or refund as required.
We strongly recommend that you request and retain proof posting for any items returned. We cannot consider a claim for returned goods lost in transit without one. No returns will be accepted at our store, unless pre-authorised as stated above.
Tailor-Made or Custom made Products
Due to the bespoke nature of custom made or tailor made items you can only return items which are faulty, do not fit their description, or meet with your instructions. Please see Exceptions to the Returns Policy. If our order is faulty in any way, please contact us on 01438 211744.
Returning to our Store
You may return most items in a new and unused condition and wherever possible in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items. This service is available in our store and is free of charge. If you are returning an item via our store, please take your delivery note with you.
Certain items cannot be returned to our store, as detailed below:-
Exceptions to the Returns Policy
The following exceptions apply to our returns policy. No refunds or exchanges can be given on items made to your specification, tailor-made items, made to measure items, unless there is a manufacturing defect or the goods are not as ordered. Gift cards/ eGiftcards / vouchers cannot be returned or exchanged for cash. Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty. This does not affect your right to return faulty items.
If you’ve changed your mind about keeping your purchase, please follow the steps detailed above and we’ll exchange or refund it.
Refunds are normally processed within 5-days of receipt of goods at our store. Refund of ‘returned Products’ lost in transit will not be considered unless proof of posting is supplied.
If you have ordered your product online and are returning your item via courier or post, we will refund via the original method of payment within 5 days of receipt of goods.
This includes items you’ve purchased in Clearance or Price Match events.