Under the Consumer Contracts Regulations you have until 14 days after you receive certain products to tell a retailer that you’ve changed your mind and would like to send it back.
The Consumer Contracts Regulations only apply to certain categories of products. What this means is that you cannot change your mind and send any of the following products back:
- products that have been personalised for you, including items that have been tailored or altered by you
- products that, by their nature, cannot be sent back if opened, the packaging is damaged or if hygiene seals have been removed (e.g. swimwear, cosmetics, fragrance and underwear)
If you change your mind, you must return the product to us. Until you have decided whether to send a product back to us, remember that the Consumer Contracts Regulations put a duty on you to take good care of them.
This doesn’t mean you can’t try a product on or inspect it to see if it’s right for you. All we ask is that you treat our products with the same care as you would in our stores. So please try to keep the tags on, don’t mess with any hygiene seals or stickers and retain the original packaging as neatly as you can.
You will be responsible for the cost of returning the product to us if you change your mind. If you do not send the product back, or have not looked after the product and we receive it back damaged, we could make a claim against you for the loss/damage. The item is your responsibility until it reaches us, so for your own protection, please ensure you use a delivery service which allows you to track your parcel and insures against loss of or damage to the products.
To let us know you have changed your mind and wish to cancel your order, please use the ebay messaging system. You must let us know within 14 days of receiving the product. Please keep a copy of your cancellation message. Once you have emailed us, please follow the instructions in Requesting a Return on how to return the product to us.
We will issue you with a refund within 14 days of the earlier receipt of proof of posting of the products or within 3 days of receipt of the products, excluding the delivery costs if any.
We issue refunds via Paypal. If you would like to exchange your product(s) rather than receive a refund please let us know. We will check stock in the size and colour requested and let you know via the ebay messaging system if we are able to provide the product requested. Where a replacement is not available we will issue a refund.
If you think the item you received is faulty or incorrect, please inform us as soon as possible using the ebay resolution centre. We will then advise and assist you with the return. Please include as many details as possible about the fault. You will not be charged for the cost of returning faulty or incorrect items provided that you use the prepaid label that we provide. We will refund delivery costs for faulty or incorrect items.
International returns: please note that if you are returning an item to use from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods”.