What is the return or exchange period?
Return or exchange requests must be submitted within 30 days of the delivery date. Requests received after the 30-day period may not be accepted, except where otherwise required by applicable law.
What conditions must an item meet to qualify for a return or exchange?
To qualify for a return or exchange, the item must:
- Be unused and in the same condition in which it was received.
- Include all original parts, accessories, labels, and packaging.
- Show no signs of wear, use, damage, alteration, or improper handling.
- Be returned only after the request has been reviewed and approved.
When may a return or exchange be declined?
A return or exchange may be declined when:
- The item does not meet the return eligibility requirements.
- The item has been used, worn, altered, damaged, or handled improperly.
- The request is submitted after the applicable return period.
- The item is returned without prior approval or outside the provided return instructions.
How can I request a return or exchange?
To request a return or exchange, contact EMAIL within 30 days of delivery. The request should include:
- The order number.
- The name or description of the item.
- The reason for the return or exchange.
- Supporting photographs where relevant.
Can I send an item back without receiving return instructions?
Return instructions must be received before sending an item back. Unauthorised returns may not be accepted or processed.
What should I do if I receive an incorrect, damaged, or defective item?
Customers who receive an incorrect, damaged, or defective item should contact EMAIL and provide:
- The order reference number.
- A description of the issue.
- Clear photographs showing the product and the reported problem.
What solution may be offered for an incorrect, damaged, or defective item?
Once the issue has been reviewed and verified, an appropriate solution may be offered, such as a replacement or refund, in accordance with this policy and applicable consumer law.
Who is responsible for return shipping costs?
When a return is required because the wrong item was supplied or the item arrived damaged or defective, reasonable return shipping costs will be covered by the store. For other approved returns, the customer is responsible for the return shipping costs.
Is there a restocking fee?
No restocking fee is charged.
Should I keep proof of return shipment?
Customers should retain proof of shipment until the return has been completed.
How are refunds processed?
Returned items are inspected after they are received. The customer will be informed whether the refund has been approved or declined. Approved refunds are issued to the original payment method within 7 business days after approval.
Can additional refund processing time be required?
Additional processing time may be required by the customer’s bank, card issuer, or payment provider.
Are original shipping charges refundable?
Original shipping charges, where applicable, are not refundable unless required by law or the return results from an error attributable to the store.
How are exchanges processed?
Exchanges are processed after the returned item has been received, inspected, and approved. Exchanges are subject to product availability. When the requested replacement is unavailable, a refund may be issued to the original payment method instead.
Can I cancel my order?
Cancellation requests must be submitted before order processing begins by contacting EMAIL. Once an order has entered processing or has been dispatched, it may no longer be cancelled. The customer may submit a return request after delivery in accordance with this policy.
Can a return, exchange, or refund request be declined because of misuse or fraud?
We reserve the right to review and decline return, exchange, or refund requests where there is reasonable evidence of fraud, repeated policy abuse, product tampering, or intentional misuse. This provision does not affect any mandatory consumer rights.
Where do you ship?
Orders are shipped only to addresses within the United States.
Do you charge for shipping?
Shipping is provided free of charge, and no additional shipping fees are added at checkout.
Will I receive an order confirmation?
After an order is placed, an order confirmation email is sent to the email address provided during checkout.
How long does order processing take?
Orders are generally processed within 1–3 days, Monday through Friday.
What is the order cut-off time?
Orders placed after 04:00 PM ET are treated as having been received on the next business day.
Are weekends and public holidays included in processing times?
Weekends and public holidays are not included in the processing period.
How long does delivery take after processing?
After processing is completed, delivery generally takes 4–6 days, Monday through Friday.
What is the total estimated delivery timeframe?
The total estimated delivery timeframe, including order processing and transit, is 5–9 business days.
Are weekends and public holidays included in the delivery estimate?
These estimates do not include weekends or public holidays and may vary due to circumstances outside our reasonable control.
What information must I provide during checkout?
Customers are responsible for providing a complete and accurate email address and delivery address during checkout.
Why may a delivery be delayed?
Delivery delays may occasionally occur due to high order volumes, public holidays, severe weather, courier disruptions, or other circumstances outside our reasonable control.
How long may a delayed delivery take?
In such cases, delivery may take up to three additional business days beyond the estimated timeframe.
What should I do if my order has not arrived?
If an order has not arrived after the estimated delivery period and the additional three-business-day delay period, contact EMAIL for assistance.