Returns and Refunds
If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll refund it. Unfortunately, we are unable to do exchanges for international orders. Unless faulty, this should be within 30 days of receiving your order, and please note that you’ll need to bear postage costs. By original condition, we’d expect this to mean that you’ve kept packaging and labels and that the item is undamaged and unused.
For more international returns queries, please contact our Customer Services team.
IF THERE IS A PROBLEM WITH A PRODUCT
How to tell us about problems.
If you have any questions or complaints about the product, please contact us. All of our contact details can be found on our Contact Us page.
Your legal rights.
We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. For more information about your legal rights please visit the Citizens Advice Bureau website www.adviceguide.org.uk
Your obligation to return rejected products.
If you wish to exercise your legal rights to reject products, you should not attempt to repair the products and you must return them. Please note that our returns address is:
24 London Ln
London E8 3PR
If, after we’ve had the opportunity to inspect the product, we agree that it is faulty, we will refund you the costs of the postage.
All of the products we sell to you come with a 24-month guarantee. Sometimes we offer this guarantee and sometimes it is the manufacturer of the product. If you have any concerns as to the quality of a product bought from us or wish to make a claim under a warranty or guarantee, please do contact us in the first instance or return the item to your nearest store and we will do our best to assist you.
If you are a consumer, a manufacturer’s guarantee is in addition to, and does not affect, your legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau’s website www.adviceguide.org.uk, or Trading Standards office.
If you are an Explore More member we give you an additional 12 months guarantee.