Returns guide
How returns and refunds work
A return on this store is a request you open yourself, in the browser, without an account. You give us two things you already have: the order number from your confirmation email and the email address you ordered with. We use them to pull the real order from our store, so you never type out item names, prices or quantities by hand, and nothing is copied from memory.
Nothing is charged, refunded or promised at the moment you submit. Opening a request only tells us that something is coming back and why. A person on the store team then looks at the items, the reason for each one and what you asked for, and moves the request forward from there.
What you need before you start
- The order number from your order confirmation email.
- The email address that order was placed with, spelled exactly as it was then.
- The items to hand, so you can tell us how many of each are going back.
Every stage, explained
Requested
We have your request and it is queued for review.
In review
Our team is checking the items on this request.
Approved
Approved — you can send the items back whenever you are ready.
On its way back
Your parcel is on its way back to us.
Received
Your items arrived and are being processed.
Refunded
Your refund has been issued.
Refund, exchange or store credit
Refund to original payment. The money goes back to the payment method used on the order, once the items have been received and checked.
Exchange for another item. We send a replacement for the item you chose instead, once the parcel is back with us.
Store credit. You get the value as credit with the store, which is usually the fastest of the three to sort out.
Keeping an eye on it
Every request gets a reference and a status page. Open the tracking page with the same order number and email and you see the whole timeline: when it was opened, when it was reviewed, when it was approved, and anything our team has written to you. If a parcel is coming back to us, the return tracking number appears on the same page.
If a request cannot be approved, the timeline says so and the message from our team explains why. Anything our team writes internally stays internal, so you only ever read what was meant for you. Timing depends on the request itself and on how quickly your payment provider settles the refund, which is why we show you the stage rather than a promise date.
Common questions
Do I need an account to return something?
No. Your order number and the email you ordered with are enough to open a request and to check on it later.
Can I return only part of an order?
Yes. Choose the items you are sending back and how many of each, and give a reason for every one of them.
What happens right after I submit a return?
The request arrives with our team as new, and a person reviews the items and your reasons before deciding what happens next. Nothing is refunded at the moment you submit.
How do I know when it has been approved?
Open the tracking page with the same order number and email. The timeline shows each stage as it happens, and any message our team writes to you appears there.
Where does a refund go?
Back to the payment method used on the order, once the items have been received and checked. An exchange or store credit follows the option you chose instead.