If you need to return an item, simply contact us via the live chat widget. You’ll need to provide your order number and details like your name and address to verify the purchase.
Delivery queries
RECEIVED DAMAGED ITEMS?
We’re sorry to hear that your item arrived damaged.
To resolve this issue promptly, please follow the following steps
Take a picture of the damaged goods you received
Send the picture to us via our live chat or email. Please provide as much details about the damage
Still need help?
Live Chat
We are available to talk via our chat widget below
Monday - Friday 9am - 6pm (GMT+1)
Email
Click below to email us with your query. For a more prompt response, please connect with us via live chat*
If you choose to email us, it may take up to 24 hours to receive a response, and resolving your query could take longer. For faster assistance and resolution, we recommend reaching out live chat.
FAQs
Can I Return Items Without a Receipt or Returns Label?
I returned my item but haven't received a full refund yet?
We process refunds for returned items within 7 days of receiving them. Once your return is checked and processed, you'll receive an email confirmation, and the refund should appear in your account within 5 business days.
If it has been more than 14 days since you returned your item and you haven't received your refund, please reach out to us for assistance.
Gift Card Purchases
If you paid with a gift card, your refund will be issued as an e-gift card, sent to the email address used for your original purchase. Be sure to check your spam folder if you don't see it in your inbox.
Partial Refund Received
If you’ve returned multiple items and haven't received the full refund yet, please wait until the full 14-day period has passed. If it’s been more than 14 days and you still haven’t received a full refund, contact us, and we’ll resolve the issue.
Items Purchased with Promo Codes
If you used a promo code for your purchase and returned one or more items, a portion of the promotion value will be deducted from your refund, as outlined in the terms and conditions of our offers.
Refunds for Multiple Payment Methods
If you used a combination of gift cards and debit/credit cards to pay for your order, we will prioritize refunding your debit/credit card first in cases of partial refunds.
If it has been more than 14 days since you returned your item and you haven't received your refund, please reach out to us for assistance.
Gift Card Purchases
If you paid with a gift card, your refund will be issued as an e-gift card, sent to the email address used for your original purchase. Be sure to check your spam folder if you don't see it in your inbox.
Partial Refund Received
If you’ve returned multiple items and haven't received the full refund yet, please wait until the full 14-day period has passed. If it’s been more than 14 days and you still haven’t received a full refund, contact us, and we’ll resolve the issue.
Items Purchased with Promo Codes
If you used a promo code for your purchase and returned one or more items, a portion of the promotion value will be deducted from your refund, as outlined in the terms and conditions of our offers.
Refunds for Multiple Payment Methods
If you used a combination of gift cards and debit/credit cards to pay for your order, we will prioritize refunding your debit/credit card first in cases of partial refunds.
What Should I Do If I Receive a Faulty Fabric?
If you’ve received a faulty fabric, please reach out to us as soon as possible via our live chat, and we’ll work quickly to resolve the issue.
If your fabric was damaged during delivery, please contact us immediately, and we’ll assist you in resolving the matter.
Items Damaged During Delivery
Are there items that cannot be returned?
Customized or clearance items may not be eligible for returns. Check our return policy for specific exclusions.
Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item was defective or we made an error with your order.
What if my return package gets lost?
We recommend using a trackable shipping service and keeping your receipt as proof of return.
Have complaints?
Find out more ↴
Our team will get to the bottom of your issue and help put things right.
Just contact us via our live chat and we will assist you. Our opening times are 9am - 6pm (GMT+1) Mon - Fri.
If you are still unhappy with our response, you can escalate your issue.
