We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return “The Collection” items in its original condition for a full refund within 7 working days from delivery. Regretfully we would like to state that unless your “Personalized” orders have caused an allergy reaction after using it, and is proved with pictures, we cannot accept the delivery of Personalized products. If you are not happy with your personalized order, please email us and we will always be happy to find a way to make you happy.
If you require a refund on “The Collection” products we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 7 working days of delivery. For security reasons, refunds will only be made against the original credit/debit card used.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
Please Note: We cannot accept returned goods that we reasonably believe have been used, and gold seal has broken. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 10 days of our notification.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund within the 7 days you receive your order.
Please notify us immediately by calling our Customer Service Team on 00447588500117 (Monday to Friday 5pm – 10pm, Saturday 10am - 6pm).
To assure prompt resolution, please provide the order number and Unique Customer Code (UCC) and keep the box, packing materials and the damaged items.
The Returns Process
Step One - Completing the Necessary Documentation You should receive an Order Note (UCC and Order No.) with your order. After deciding you would like to return the goods, please inform us by calling on 00447588500117 (Monday to Friday 4pm – 9pm, Saturday 10am - 6pm) or by emailing us at email@example.com with your order details. We will then send you all the necessary documentation to your email. Please fill in the form and send it back to us within the next 3 working days.
Step Two - Returning the Product Once your return application has been accepted, goods must be returned to us in their original condition at our distribution center within 7 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed Returns Note. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Cheshire, WA4 4TJ, United Kingdom
Step Three - Processing the Refund If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution center within 7 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery. Please note that you can only refund “The Collection” items and not Personalized orders.
Once your order is formulated and made, products are delivered First class via Royal Mail. From the dispatch date, it can take up to 3-4 working days for orders to be delivered in the UK and approximately 5 working days for it to be delivered to countries in Europe. If you are ordering from Northern Cyprus it will ease delivery if you enter a Southern Cyprus Post Code whilst ordering, if not, all products to Northern Cyprus are sent to our distributing agent end of each month. Please be aware that our products are only insured for sales in the European Countries. If you are ordering outside Europe please email us at firstname.lastname@example.org , and we will try our best to deliver you on time.
Multi Address Delivery
We can help you arrange your luxury products to be sent directly to your friends and family. We will send all, or part, of your order to any UK/Europe address you wish. You can select exactly where you would like each item in your shopping bag to go when you checkout. Please also specify this on the order note, before you check-out, as a secondary precaution.
Simply select 'Deliver items to multiple addresses'. You will then be able to select, or add, any additional addresses.