How do I get a refund if I no longer want my subscription or an order?Updated 5 days ago
Hi there!
If you decide that you no longer wish to continue with your subscription, you can cancel at any time prior to the Subscription Order processing date via your account, or alternatively email our Customer Experience Team at [email protected].
In the case where you've decided to return a specific order for a refund, or if you wish to cancel your order on day of processing, then please follow these steps:
To initiate a return, contact our Customer Experience Team at [email protected], who will guide you through the process.
You are responsible for the return shipping cost, unless the item is damaged or faulty.
If your order is:
Not collected from a pickup location within seven days,
Rejected upon delivery, or
Cancelled after being picked and packed by our warehouse,
then your refund will be the purchase value minus £10, to cover carrier costs for returning the parcel to us.
Once you’ve informed us of your decision to cancel, you will have 14 days to return the item to us.
When we receive your returned item, we will issue a full refund, including standard delivery costs, less the returns handling fee.
Please note that upgraded delivery options (e.g. DPD Next-day delivery) are not refundable.
Please ensure items are returned in their original condition. You may inspect products as you would in a shop, but we may reduce your refund value if the item shows signs of use beyond what is necessary to check the product.
Items Excluded from Returns
For safety, hygiene, or practical reasons, the following items cannot be returned unless faulty:
Perishable goods
Sealed health or hygiene products that have been opened
Personalised or made-to-order items
If you believe a product is faulty, please contact our Customer Experience Team at [email protected].
All returned items are inspected by our Quality Assurance team. If the above criteria are not met, we are unable to issue a refund. We reserve the right, at our discretion, to determine whether returned merchandise is in a saleable condition.
Refunds are processed within 3–5 business days of receiving your return and will be issued to the original payment method used for the purchase.