Where is my refund?

If you have returned items or cancelled an order and are seeking information about the status, please find below important details regarding refunds. 


Returning products via couriers

Once goods are received, we will inspect the item and refund the product back to the original payment method used. 

Returns are processed within 14 days from the date of receipt to us. This includes the money being refunded to the original payment method used to place the order.

If upon inspection the goods are found to not meet our return requirements, we reserve the right to refuse the refund and the customer will be notified via email. You can check additional information regarding denied refunds here. 

Once the refund is made, you will receive an email showing the credit being applied and the refund will be with you within 2 – 5 working days.

You can take a look at our Returns Policy here.


Returning in-store

Our customer care team will inspect the item in-store and will process the refund to the original tender used to place the order. Our team can provide you with a refund invoice in-store and you will also receive a confirmation of the credit via email.

All refunds will be given following our usual returns procedure as outlined in our general returns policy. This includes notifying us in writing where possible with a copy of the Online Return Form prior to returning the items in store. 

You can take a look at our Returns Policy here.


Faulty products

In the unlikely event that goods supplied (including special order and made-to-measure items) are faulty, we can offer a repair, exchange or refund as appropriate in accordance with any applicable statutory and consumer rights. We advise customers to check items on delivery of orders, so should any issues occur this can be addressed efficiently.


Cancelled orders

If you wish to cancel your order, customers will need to contact our customer care team via the  Contact Us page on the website. Our customer care team can then contact the relevant department to request a cancellation and the refund will be processed once we have received confirmation that the order is cancelled.


Unavailable items

If any goods are unavailable, out of stock, or discontinued, we will notify you of the unavailability as soon as possible and will cancel the order and arrange for a full refund if you have been charged.

For 'online only' products these items are sent directly from our suppliers for customers. Please see our

Returns Policy for further information on returning these items and contact our customer service team.


If you have any concerns regarding the refund of your order, please Contact Us here.


Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request



Please sign in to leave a comment.