Refund policy

EU Withdrawal, Returns & Refund Policy

We want you to be satisfied with your purchase. If something is not right, we are here to help.

Statutory Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. Where an order is delivered in multiple shipments, the withdrawal period expires 14 days after delivery of the final item.

To exercise your right of withdrawal, you may use the Withdrawal Request button or Withdrawal Request page available on our website, or contact us using any of the contact methods provided on the website before the withdrawal period expires.

Electronic Withdrawal Function

Customers may exercise their statutory right of withdrawal by using the Withdrawal Request button or Withdrawal Request page available on our website.

After submitting a withdrawal request, customers will be asked to confirm their request and will receive an acknowledgement of receipt by email.

Using the Withdrawal Request page is optional. Customers may also contact us by email or other available communication methods to exercise their statutory right of withdrawal.

Order Cancellations

Customers may request cancellation of an order before it has been fulfilled or dispatched.

If the order has not yet been fulfilled, we will normally cancel the order and issue a full refund to the original payment method.

Once an order has been fulfilled or dispatched, cancellation may no longer be possible. In such cases, customers may exercise their statutory right of withdrawal within the applicable withdrawal period after receiving the goods.

For personalised, custom-made, or made-to-order products, cancellation may not be possible once production has commenced.

Return Instructions

Before returning an item, customers should submit a withdrawal request or contact us so that return instructions can be provided.

The return address will be provided once a withdrawal request or return request has been received and processed.

Condition of Returned Items

Customers are entitled to inspect products to the extent necessary to establish their nature, characteristics, and functioning.

A deduction from the refund may be made where the value of the goods has been diminished by handling beyond what is necessary for such inspection.

Withdrawals Within 14 Days (Statutory Right)

If you exercise your statutory right of withdrawal within 14 days of delivery, you are entitled to a refund to the original payment method.

If you prefer, we may offer store credit of the same value as an alternative to a monetary refund. Choosing store credit is entirely optional and does not affect your statutory rights.

Where applicable under consumer law, the standard delivery cost paid at checkout will also be refunded.

Return shipping costs remain the responsibility of the customer unless the item is faulty, damaged during delivery, or incorrect.

Extended Returns Policy (15–28 Days)

In addition to your statutory rights, we voluntarily offer an extended returns period of up to 28 days from delivery.

Returns requested between 15 and 28 days after delivery may be accepted under this extended returns policy and are eligible for store credit only.

This extended returns policy is a goodwill benefit provided by us and is separate from, and does not affect, your statutory right of withdrawal.

For returns accepted under the extended returns policy:

  • Shipping costs paid at checkout will not be refunded.

  • Refunds to the original payment method are not available.

  • Store credit will be issued as a digital voucher valid for 12 months from the date of issue.

  • The voucher may be used towards products and shipping costs on future orders up to the value of the voucher.

  • Store credit vouchers are non-transferable, cannot be exchanged for cash, and cannot be refunded.

Return Shipping

If you are returning an item because you changed your mind or ordered incorrectly, you are responsible for the return shipping cost.

Customers are responsible for ensuring returned items are packaged safely. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

If the item is faulty, damaged during delivery, or incorrect, we will cover the return shipping cost or provide a replacement.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • Clear photos of the product

  • Photos of the packaging

Damage claims submitted without photographic evidence may not be eligible for replacement or refund.

Processing Refunds

Once the returned goods have been received and inspected, the refund will be issued to the original payment method.

Processing times may vary depending on your payment provider.

Personalised or Custom Products

Some products may be offered with personalised or custom details.

Unless the item is faulty, incorrect, or otherwise required by applicable consumer law, personalised or custom-made items cannot be returned once production has started.

This does not affect your statutory consumer rights.

Late or Exceptional Returns

Returns requested after the applicable return period may be considered at our discretion, but we are not obligated to accept them.