Refund policy

Cancellations, returns & refunds

Customers may cancel their order while it has not yet been processed, directly through their customer account. Once the order has been processed, cancellation is no longer possible, and the customer may request a return in accordance with the conditions set out below.

• Bespoke purchases: no change-of-mind returns are accepted. Manufacturing defects will be remedied within a reasonable period of time.

• Stock / Ready-to-deliver purchases: unused items, in their original packaging, may be returned within 14 days of delivery. A collection fee may apply. Refunds will be issued to the original payment method after the returned items have been received and inspected.

• Flex (FaaS): please refer to section 4.8 regarding early returns or termination and section 4.5 regarding collection.

To request a return or report an issue, the customer must access their customer account, select the relevant order and submit the request through the available return option. Where relevant, the customer should include photographs and any additional information required to assess the request.