RETURN AN ORDER
1. CONTACT US
Return your item(s) to us by logging into your account then selecting your order and clicking the 'Return' button where you will be guided through the returns process.
If you checked out as a guest please contact Customer Service by clicking here.
2. POST YOUR RETURN
Once you have processed your return online, you have a further 7 days to return your item(s) to us.
Please ensure your items are securely wrapped and your parcel contains all the information requested.
Remember to ask for a receipt as proof of sending.
3. WE'LL DO THE REST
We will notify you via email when we have processed your return.
All successful returns will be credited to the original payment method.
Please note refunds may take 7 working days (Monday to Friday, excluding bank holidays) to show in your account.
Returns Policy Q&A
Account checkout:
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.
Guest checkout:
If you checked out as a guest, please contact customer service via email of live chat to raise a return. You can contact customer services by clicking here.
For faulty/ incorrect items a message box will be presented after following the above where you will need to provide more information on your order and customer service will then get in touch to help resolve.
Once you have requested your return you have up to 28 days from the day you received your order to return your items to us and a following 7 days for those goods to reach us; however we will accept proof of postage in the event of any delay caused by your chosen courier, which results in a breach of this timeframe. 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.
Alternatively, if you are experiencing any issues contact us by clicking here.
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.
Due to COVID please note there may be a delay in processing your return please allow up to 5-7 working days from when your return is delivered to then process your refund. Please note once the refund is processed they can take 3 to 5 working days to show into your account (dependent on your bank).
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will 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. Our aim is to provide the best solution for you as quickly as possible.
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.
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.
UK returns are free - Please register and send your return as advised above, or get in touch with Customer Service to raise a return if you checked out as a guest.
Note that for international orders, we will only refund return shipping costs in the instance of incorrect, damaged or faulty items. For all other returns, you will be responsible for the cost of returning items to us.
If you are not satisfied with the way in which we have handled the return or replacement of any item, 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 via your account or by post at Millican, THG Stables Gadbrook Park, Gadbrook Way, Rudheath CW9 7RA.
