After we receive your return, we will refund your invoice amount within a few working days. This usually happens automatically.
If you made your payment by credit card, the refund may only be paid out with your monthly credit card statement.
Is there a problem with your delivery?
I think my order got lost in the post - who can I contact?
If you are sure that you have not simply missed your delivery - in which case you should have received a delivery attempt notification card - please contact us at and our team will investigate the issue.
If you take a delivery face to face (from the courier) and find that your parcel is damaged, you can refuse to accept the delivery. Once you have refused the delivery, the items will be returned to. Upon receipt, a refund will be issued and you can place a new order.
If your item arrives damaged, it is important that you tell us as soon as possible. You have a 28-day window to return items without giving a reason. To return your item you will need a returns label which will be included with your delivery. For more information on how to return your item click here.
Unfortunately, you will not be able to receive a discount or compensation if a product is faulty or damaged on arrival and we recommend that you report this as soon as possible.
You have the option to arrange an alternative delivery date or arrange a self-collection - contact details will be provided on the attempted delivery notification for your convenience. Once your order is in process, you will not be able to change the delivery address.
An item is out of stock:
You have the option to reorder items that are currently out of stock. However, if you placed an order that was in stock and is now out of stock, please call.
Are there any products that cannot be returned?
In principle, certain items are excluded from return, for example hygiene items or CDs and data carriers whose seals have been broken.
If you receive a delivery attempt notification and do not respond, two further delivery attempts will be made (a delivery attempt notification will be left for each attempt). After that, the item will be returned to our warehouse and the refund process will be triggered automatically.
What if the item won't fit through my door?
Before placing your order, compare the dimensions of the item with those of your door. You may need to arrange for your door to be removed to allow delivery of very large items, as our courier partners are unable to provide this service. If you find that the item you have ordered will not fit through the door, please call to discuss your concerns.