Returns Policy

Returns policy

We want all our customers to receive high-quality products. If there is something wrong with the product you have received or if your delivery does not match your order (wrong product or if a product is missing), please contact our customer service team. If you send us an email, please include as many details as possible including your order number, and a photo where possible, if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original packaging within 14 days of receipt for a refund.

When we receive the product, we will refund the value of the purchased the product, but not the original postage costs. All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product – otherwise it will not be possible to obtain a refund.

Postage costs to return the goods must be paid by you. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

How to return a product

Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details, we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary if you have a claim. Remember to provide us with a receipt for your postage charges if we have to reimburse them.

Please enclose a return form with the returned products. You can download the return form here.

Our return address is:

COLLECTIVE HOUSE,
39 SURBITON ROAD,
KINGSTON UPON THAMES,
KT1 2HG

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.