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Refunds and Returns
Unwanted items: We do not offer sale-or-return on products. However, if you have purchased items from us that are unwanted, please contact us and where possible, we will try to assist. Order cancellations will incur a minimum £50 + VAT admin charge.
Please note that we do not provide any services to help sellers with third-party approval such as Amazon/eBay including ungating, nor will we repond to requests for confirmation of purchases from any third party. Returns will not be accepted for any issue related to ungating or third-party approval.
Damaged items: We will never dispatch damaged boxes; damage is almost always caused during transportation. If a delivery is not received in good condition, the drivers POD (proof of delivery) must be signed stating the issue and the number of damaged boxes. If the delivery is signed without any comments it invalidates any claims for damages that can be made. If you have received a damaged item and have signed for the damage on the POD, please email us within 24 hours of receipt with images of the damages and the product code so that a claim can be raised.
All items go through a delivery network with several points of handling before reaching you. As a result, there is the possibility of slight packaging damage to items and therefore, we do not raise refund claims in this instance. We will only raise claims for items that have severe packaging damage such as items that have been crushed out of shape and cannot be pushed back or items that have been torn/have a hole in them. Severe damage can only be caused if the outer packaging is clearly damaged in transit. To raise a claim for packaging damage, the delivery POD (proof of delivery) must have the damage noted on it and be reported to us withing 24 hours with clear images of each damaged item being claimed for.
Faulty items: We will happily refund products with emerged manufacturing faults purchased and claimed within a 30-day limit. If a fault emerges between 30 and 365 days of purchase, we reserve the right to have the product repaired if possible, and if not possible, we will issue a refund. To raise a claim, please email us with the product code, details of the fault and any applicable images.
Incorrect item: In the unlikely event that you have received an item that you have not ordered, please email us within 24 hours of receipt with images of the incorrect item and the product code. Once the error has been confirmed, we will arrange for the correct item to be sent to you where possible, and request the incorrect item be returned to us (we will cover the reasonable return cost of non-premium carriage). Where it is not possible to send out the correct items or if the cost of replacing the item is higher than the value of the incorrect item, we reserve the right to refund the item.
Please note that incorrect items do not include assortment variations and that assorted products may vary in waves, series and characters from the illustrations on the site.