Returns | Exchanges
Can I return or exchange an item?
Yes! To arrange a refund, please email firstname.lastname@example.org or head over to the Contacts page giving your order number and a brief outline of the nature of the return. This must be done within 14 days from receiving your goods. You will be provided with a returns address and you will then have a further 14 days to return the goods.
To qualify for a refund/exchange, all items must be returned in original condition. If returning a kit, ALL items within the kit must be returned unused and undamaged. Once you have started making your kit, we are unable to accept it as a return, unless it is faulty.
Personalised items are non-returnable/non-refundable, unless damaged.
If an item was purchased at a discounted price due to a sale, offer or discount code, that is the price that will be refunded.
The refund will be made within 14 days from receipt of the goods, via the original payment method.
An exchange can be made upon satisfactory return of the original item. If the price of the new item is more than the returned item, the difference must be paid before dispatch. If the price of the new item is less than the returned item, the difference will be refunded via the original payment method.
Depending on your bank, you may need to allow a further 1-5 days for the payment to clear for refunds.
How do I return the item?
You don't have to return the item in its original packaging, but you do need to make sure it's packaged in a way that means it doesn't get damaged. You will be asked to pay if something gets damaged because it wasn't packaged properly.
Return postage must be paid by the buyer.
We cannot be responsible if your return is lost in the post. As you are the sender of the item, you will need to contact your shipping service to claim compensation for loss. We recommend obtaining proof of postage and sending your item via a tracked service. If you cannot provide proof of delivery for a return, we cannot refund you for the goods that you have sent to us.