I want to change or cancel my order?
We're sorry but in most circumstances it is not possible to amend your order once it has been placed. If you would like to add products a new order should be placed. If your order has been dispatched you will need to return the item following our returns procedure. If your order hasn’t left our warehouse yet it may be possible for us to change details of your delivery address, remove items from your order or cancel it completely. Please contact our Online Customer Service team for advice on 0151 330 5400, between 9:30am and 5pm Monday to Friday, or email us at firstname.lastname@example.org. We aim to respond to all email enquiries within 2 working days.
My order is missing, incomplete or damaged, what should I do?
If your order hasn’t arrived, or arrives incomplete or damaged please view your order online by signing in to your account for details regarding which items have been dispatched. If your order has been shipped but hasn't arrived within the expected time period please contact our Customer Service team for advice on 0151 330 5400, between 9.30am and 5pm Monday to Friday, or email us at email@example.com.
I would like to return my order, what should I do?
We want you to be happy with your purchase, however if you would like to return all or part of your order this can be done via courier or in one of our stores.
Returns via courier: Use our contact form to tell us about the product you want to return. Please include order number, reason for return and if a refund or replacement is required. We will email you with instructions for returning the goods to your local collection point at your convenience or arrange collection. Alternatively call 0151 330 5400 to speak to our Online Customer Service team, 9:30am-5pm Monday to Friday.
Returns to our stores: Return your product to the returns desk at your chosen store along with your proof of purchase (delivery note or order confirmation) and we’ll be happy to refund or exchange the product. If you do not have proof of purchase then photographic identification and the original debit, credit or charge card used for your purchase will be required.
We reserve the right to:
Refuse an exchange or refund with or without proof of purchase
Ask for identification for return transactions (proof of purchase)
How long do I have to return my order?
We are happy to accept returns on goods that are returned to us within 28 days of your receipt of the goods. We will refund your original postage cost however there will be a collection charge of £4 for us to collect your item (a £50 charge will be applied to large/heavy goods as a specialist 2 man collection service is required). There is no cost for items that are returned to our stores.
I would like an exchange on my order, what should I do?
We are unable to offer exchanges for goods purchased online, these orders will be processed as a return. A new order will need to be raised for the alternative product(s).
My items were part of a multibuy offer (e.g. 1 item for £12 but buy 2 for £20), and I want to return 1 item, how much will I refunded?
You will be refunded the full price of the item less any discount given in the offer, as in the above example you would receive a refund of £8. If you return all items purchased with the multibuy offer you will be refunded the full purchase price, as in the above example you would receive a refund of £20.
Will my delivery charge be refunded?
We will refund your original delivery charge as long as you return the full order and advise us of the return within 28 days of receipt of your order.
Will my order be collected free of charge?
We offer a collection point service, simply take your packaged items to your nearest available collection point and it will be returned to us from there. This service incurs a charge of £4, we are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting from the collection point. Large/heavy items that are to be returned will incur a £50 cost, as this requires a specialist collection.
When will I receive my refund?
All refunds will be issued within 14 days of our receipt of your returned order.
My product is a non-stock/special order, can this be returned or cancelled?
Unless faulty or not as described we cannot offer a refund, exchange or cancellation on any special order products or products that are made to customer specific requirements. These terms do not affect your statutory rights.
What are my statutory rights?
By law, under the Consumer Contracts (Information, Cancellation and Additional Changes) Regulation 2013, you have the right to cancel your contract within 14 calendar days of your receipt of the items. However this does not apply to made to measure or special order items and we will not accept returns on these items. To cancel your contract just let us know, via telephone, email or in writing, that you would like to cancel your contract. You then have 14 days from the notification to return the product to us.
If you cancel your contract we will:
* Refund the price you paid for the goods. Please note that we are permitted, under the Consumer Contracts (Information, Cancellation and Additional Changes) Regulation 2013, to reduce the amount of your refund to reflect any signs of unreasonable use leading to diminished value of the goods.
* Make any refunds as soon as possible but no more than 14 days after we receive the goods or, if earlier, the day on which you provide us evidence that you have sent the goods back.
As you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. Because you are a consumer you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office.