If you’ve received the wrong or incorrect item, please don’t worry. Occasionally, mistakes can happen, as all orders are carefully hand‑picked by our dedicated logistics team. When this does happen, we’re always keen to put it right.
What to Do If You’ve Received the Wrong Item
- Please contact our Customer Services team as soon as you notice the issue.
- When getting in touch, it helps to include:
- Your order number.
- Details of the item you received and what item you were expecting.
- Whether you’d prefer the correct item or a refund.
How We’ll Resolve This
- We'll review the situation with you.
- Where the correct item is available in stock, we’ll look to:
- Send out the correct item, and
- Work with you to arrange the return of the incorrect item.
- If the correct item is out of stock, or if a refund is more appropriate, we’ll:
- Talk through the options with you, and
- Process a refund to your original payment method, at no extra cost.
Returning the Incorrect Item
- The incorrect item will need to be returned to complete the process.
- The Customer Services team will be able to guide you through this.
Once the return has been received, we’ll process your refund promptly. Depending on your payment provider, it may take a few working days to appear in your account.
Helpful Things to Know
- Please keep the item and packaging in good condition until everything is resolved.
- Make sure you retain your proof of postage, just in case it’s needed.