How can I return an order?

Not entirely happy after all? We find that just as disappointing as you do. So we'll sort it out as quickly as we can.

You can send an order back. Any return does need to meet a number of conditions;

• You register your return within 14 days of receipt on our cancellation page.
• Once you have registered, you have a further 14 days to actually send the order back.
• You include a note inside the box with the order number of the order and, if you wish, the reason for the return.
• You haven't used the item, and if it is a consumable product the bag or packaging is unopened.
• The item hasn't been personalised, for example printed with your own design or ground specially for you.
• You still have the product's original packaging.
• You haven't tried to repair any damage yourself.

Once we've received your return, we'll refund the amount to your account within 14 days.

Buying a return label (Netherlands, Belgium, Germany and France). Go to the cancellation page and fill in your details. A button will then appear allowing you to pay for a return label at a reduced rate. You'll receive the label immediately after payment, so you can print it and stick it on your parcel straight away.

From other countries you register your return using the same form, but you arrange the postage yourself or buy a label from your own carrier. Always ask the parcel service you use for proof of postage.