Returns & Exchanges
To arrange a return or report a problem with your order just sign-in to your account and follow the steps. Alternatively, you can call us and one of our Customer Service Team will be happy to resolve your query.
I want to return an item, what should I do?
If you have received a product that is no longer needed, you can log a return on your order history page on our website. Our customer service team will then contact you by email to confirm the reason for the return and process this for you. You will have to return the product/s to our warehouse at your own cost within 14 days of delivery, in their original condition, with a copy of your invoice/delivery note inside of the parcel. Once this has been returned to our warehouse and processed by our returns team, you will then receive a copy of the credit note/refund confirmation by email from our customer service team.
If you are looking to return any products previously purchased for resell on a third-party website (such as eBay or Amazon), it must be returned within 14 days of the products being purchased. If you do raise the return after the time-period, we are unfortunately unable to process this.
I have received a damaged item, what shall I do?
We want all of our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know within 48 hours by contacting the Customer Service Team on 0121 313 6738 or alternatively, please click ‘Returns’ and select the order number which includes the item/s you’d like to return. Please then click the product/s you would like to return and state the reason for the return, this will then generate a ticket to the Customer Service Team and they will be in touch in regards to the solution/outcome.
In some circumstances we may require an image of the damaged item in order for us to send a replacement or refund. Please do not dispose of the item before you are advised to do so by the Customer Service Team.
If you have received a pallet order in less than perfect condition, please ensure that the goods are signed for as ‘unchecked’ or ‘damaged’ with the courier, and that images are taken on delivery of the pallet. Once you have notified our customer service team of this issue, they will then open an investigation into this with the courier and will correspond with yourself to get this issue resolved.
I have received an incorrect item, what shall I do?
If you have received an incorrect item in your order, please let Customer Services know as soon as you can on 0121 313 6738 or alternatively, please click “Returns” and select the order number which includes the item/s you’d like to raise a query on. Please then click the product/s you should have received and state the reason as ‘incorrect item’ and advise what you have received instead, this will then generate a ticket to the Customer Service Team and they will be in touch in regards to the solution/outcome. Please provide Customer Services with the full description and the barcode of the incorrect item you have received.
I have an item missing from my delivery, what shall I do?
If you have received a short delivery, before contacting the Customer Service Team please check your order confirmation to see if the item has been shipped, if this does not appear on the confirmation this can be due to it being out of stock. You can subscribe to emails to advise when products of interest are back in stock.
If you are missing item/s shown on your order confirmation, please contact Customer Services within 48 hours on 0121 313 6738 or alternatively please click “Returns” and select the order number which includes the item/s you’d like to raise a query on. Please then click the product/s you would like the Customer Service Team to investigate into and state the reason as ‘missing item’. This will then generate a ticket to the Customer Service Team and they will be in touch in regards to the solution/outcome.
We may require an image of the packaging list you received your order in to help with our investigation.
I have received an short dated product or a product passed its best before date, what shall I do?
If you have received a short dated or passed its best before date, and this date was not listed on our website at the time of purchase, please contact our customer service team for them to raise an investigation into this to get this resolved for you. If the product was purchased on clearance with this best before date listed on our website at the time of purchase, we will unfortunately not be able to credit or refund for this product.