Quality problems – fully covered
- Arrived damaged, broken or defective
- Wrong item, or not as described
- Tell us within 30 days of delivery with your order number and a photo or short video
- We refund the full amount or send a replacement – your choice
How a return or exchange actually works
We do not hold stock ourselves: your order is packed and shipped by our supplier’s warehouses, including their local warehouses in the United States, United Kingdom, Canada and Australia. That means returns follow the supplier’s process, and it is not the same as returning an item to a shop:
- Tell us first. Message us with your order number and a photo or short video. We open the claim (a dispute) with the supplier on your behalf – you never deal with the warehouse yourself.
- Wait for authorisation. We confirm whether the item can be returned, the return address, and who pays. Please do not post anything before we authorise it: a parcel that arrives without authorisation is refused, and it cannot be matched back to your order.
- Where a return is approved, it is normally sent to the supplier’s central warehouse in China (returns are not accepted at the local warehouse). After inspection: if the item is in resalable condition, the product cost is refunded – the original shipping is generally not refundable. Damaged or slow-moving items may not qualify.
- Timing and risk on approved returns. International return postage is paid by the customer, takes months (normally 3 months or more), and parcels can be lost or damaged on the way.
In practice: for almost every item in our range, the cost of posting it back internationally is higher than the value of the item. So the usual outcome is a refund or a replacement without a return shipment – we simply ask for evidence of the problem instead.
Who pays what
| Damaged, defective, wrong item, not as described | Us. Refund or replacement, and we normally do not ask for the item back. |
| Return postage, if a return is approved | Customer. Original shipping is not refundable. |
| Change of mind | Not accepted. |
| Lost in transit | Us. Refund or reship. |
Returns by country
We ship to four countries only – the United States, the United Kingdom, Canada and Australia – and the process depends on the warehouse your order shipped from:
| United States | Orders may ship from a US warehouse, so delivery is domestic – but the US warehouse does not accept parcels sent back by customers directly. Any return must be authorised by us first, and the process above applies. |
| United Kingdom | Orders ship from the supplier’s warehouse as an international parcel. Return postage normally costs more than the item, so claims are usually settled with a refund or a replacement without a return shipment. |
| Canada | Same as the UK: cross-border return postage exceeds the value of most items, so claims are normally settled with a refund or a replacement. |
| Australia | Same as the UK and Canada: claims are normally settled with a refund or a replacement rather than a return shipment. |
Whichever country you are in: contact us before sending anything back. We cannot refund or replace a parcel that was returned without being confirmed with us first.
Change of mind – not accepted
- We do not accept returns or exchanges for change of mind, wrong size or colour choice, or because you no longer want the item
- Please check the photos, the size and the description carefully before ordering – message us first if anything is unclear
Fair use
We assess each claim individually, on the evidence supplied and on the pattern of claims on an account. Where a photo or video does not show a fault, or where claims are repeatedly made without a genuine defect, we may decline the claim and withdraw the option to order again. Nothing in this section affects your rights where goods are faulty, defective or not as described.
Not arrived yet
- Tracking has not moved for 10 days? Contact us and we will chase the carrier
- Lost in transit? We refund or reship
Tracking says delivered, but you do not have it
Please check with neighbours and your local post office first. Send us the details and we will help where we can, but we cannot refund a parcel the carrier recorded as delivered.
If we are late
If we cannot dispatch within the time we promised, we will contact you and offer either to wait or to cancel for a full, prompt refund.