Refund & Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may request a return or refund in accordance with the policy below. This policy does not affect your statutory rights under UK consumer law.
Free Returns
We offer free returns on eligible items. Once your return request is approved, we will email you a prepaid return label, and no return postage costs will be charged.
This applies only to returns that meet the eligibility criteria outlined below.
Eligibility for Returns
You may request a return within 30 days of receiving your order, provided that:
- The item is unused
- The item is returned in its original packaging
- The seal is unbroken
- There are no signs of use or damage
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable, unless the item is faulty or damaged on arrival:
- Intimate or sanitary goods
- Clearance items
Faulty items include those that arrive damaged, defective, or not as described.
How to Start a Return
To initiate a return, please contact us at [email protected] with your order number and reason for return.
Once approved:
- We will provide a prepaid return label
- Return postage is free and paid for by us
- Items must be returned in their original condition, including all packaging, accessories, and documentation
Returns sent without prior approval may not be accepted.
Refunds & Processing Time
Once we receive and inspect your returned item:
- Refunds are processed within 5 working days
- Refunds will be issued to the original payment method
- Depending on your bank or payment provider, funds may take up to 5 additional working days to appear in your account
If a returned item shows signs of use beyond what is necessary for inspection, we reserve the right to issue:
- a partial refund, or
- no refund, if the item is completely unusable or not in a resealable condition
In cases where no refund is issued, the item can be returned to the customer at the customer’s expense, upon request.
Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or not as described, please contact us at [email protected] as soon as possible.
To help us resolve the issue quickly, please provide:
- Clear photos or videos of the issue
Do not dispose of the item without our written confirmation. We will arrange a replacement or a full refund where appropriate.
Undelivered or Returned Parcels
If a parcel is returned or cannot be delivered due to an incorrect, incomplete, or inaccessible delivery address provided at checkout, this will be treated as a failed delivery.
In such cases:
- A fixed £5 handling fee will be deducted from any refund
- No delivery charges are applied or deducted in these cases
- We can resend the order at the customer’s expense, or
- Issue a partial refund once the parcel is successfully returned to us
Parcels that are lost or destroyed by the courier due to address issues are not eligible for a refund unless the parcel is successfully returned to us.
Customers are responsible for ensuring delivery details are accurate at checkout.
Policy Updates
We reserve the right to update this policy at any time. Any changes will be published on this page.
If you have any questions, please contact our support team at [email protected]