How to Return or Exchange
We hope that you are happy with your order. However, we understand that sometimes sizing or styles might not be quite right and if you do need to return an item we are happy to offer a refund or exchange, subject to the following conditions.
Contact our customer services team by email on firstname.lastname@example.org to notify us that you want to return an item, and whether you would like a refund or an exchange. If you would like an exchange, please inform us of the replacement items that are required.
We ask that items be returned within 14 days of receipt in perfect saleable condition in the original packaging and with swing tickets attached. Please also return the invoice.
You are responsible for cost and risk of loss or damage when returning goods.
Items purchased on Sale must be returned within 7 days.
Once your return item is received and inspected, we will notify you by email of the approval or rejection of your refund or exchange. We will refund you as quickly as possible and always within 14 days after we receive your return. The refund will be made to the same account from which the original payment was made. In case of an exchange, we will notify you of whether your chosen replacement item is in stock.
Delivery charges are non refundable and the delivery cost will be deducted from your refund, including delivery costs not charged in case you benefitted from a free delivery offer.
If a discount was applied to your original order, the amount refunded (or the credit amount in the case of an exchange) will be adjusted accordingly.
Items received as gifts may be exchanged, under the same conditions as above. Please return the gift receipt.
Special Conditions: To protect all our customers and make sure we handle every return or exchange with fairness, we will not accept a return or exchange in some situations, these include:
- Underwear, lingerie, breast pumps and other breastfeeding products, nappies, teethers and soothers, nasal aspirators, toiletries, swimwear, armbands and swim floats, due to hygiene reasons
- Self-assembly furniture if assembly is part or fully completed
- Sealed items when the seal is torn
- Failure to follow care instructions
- Damage caused by accident, neglect, misuse or improper care
- Items showing obvious excessive wear and tear
- Items damaged by external factors such as flooding or fire
- Personalised items, unless a manufacturing fault
- Gift cards and vouchers cannot be returned or exchanged for cash
- On occasion when we feel there has been an abuse of our returns policy in the past
We maintain high standards and strict quality control, but occasionally a faulty item may slip through the process. If you have received a damaged or faulty item, we apologise for the inconvenience caused.
If you need to return the faulty item, please email our customer service team first at email@example.com with photos of the fault and any other information regarding your issue. Please contact us as soon as you notice the fault, or at the latest 14 days after receipt. We will forward your email to the relevant supplier for their feedback.
Ultimately, we hope to find a happy resolution as quickly as possible. We handle faulty returns on an individual basis. If we agree with you that the item is faulty we will replace it like for like or offer you a voucher code in exchange.
Please note that we always try to be fair and respect our customers, but we ask that you are fair in return. Please do not return items stating they are ‘faulty’ when the concern is down to normal wear and tear, misuse, or accidental damage. We regret that if care instructions are not followed correctly, we will be unable to replace the item.