Refund policy

Mail Orders & Purchase Orders

 

Goods are subject to availability. If we are unable to provide any specific goods, we will aim to inform you of this as soon as possible to offer alternatives. Pre-made gift sets are to be considered a collection of individual goods that follow a specific theme, and it is possible the contents of a gift set may differ between batches as they are often manufactured in bulk.

Any details provided that indicate the contents of a pre-made gift set (e.g. a photograph, image, or description) are for guidance purposes only. A disclaimer will usually be present to bring awareness to the possibility of substitutions occurring, however the absence of such a disclaimer does not nullify this possibility.

If for any reason we are unable to inform you of potential substitutions then we reserve the right to substitute the affected goods at our own discretion. We also reserve the right to decline an order, either in part or in full, at any point prior to its dispatch.

In cases where there are no alternatives available (or otherwise suitable) for substitution, or if any part of an order has been declined by us, then we will notify you as to the reason why, and any affected goods that will be not dispatched will instead be refunded.

We highly recommend that your email address is provided correctly when placing an order via the website so that an order acknowledgement email can be received. Please note that an order acknowledgement email does not constitute acceptance of any orders it relates to.

The contract pertaining to your order will be formed at the place of dispatch of the goods, namely the United Kingdom of Great Britain and Northern Ireland (UK). 

 

 Prices & Invoicing

Products and services are invoiced in GBP (British pound sterling) at the prices prevailing at the time in which the order was placed.

All prices displayed are inclusive of value added tax (VAT) which will be charged at the current rate when applicable, and are not inclusive of any delivery fees unless otherwise stated. Delivery fees paid to us cover only the initial cost of postage. Additional fees relating to the import and/or export of your order, such as customs charges, are not included, and you will need to arrange your own payment for these where applicable.

Although we try to ensure that all prices displayed are accurate, errors may occasionally occur. If you believe you may have identified a pricing error, please contact our customer service team describing your concern.

In the event of a valid pricing error being identified in relation to an order that you have placed, you will have the option to continue with your order at the correct price, or to cancel the order in full provided it has not already been dispatched – a refund for any monetary value owed will be refunded in either case.

We reserve the right to update the prices of our products and services at any time. 

 

Payments & Refunds

You may pay for the items which you order via the website with most major credit and debit cards using the secure online payment service provided. Payment via a PayPal account is also accepted. The payment method relevant to you can be selected during the checkout process.

Gift cards, reward points, and promotions can be redeemed during the checkout process to discount the amount due for payment when placing an order.

Please note that only virtual gift cards originally purchased via the website are valid for use during the website’s checkout process. Physical gift cards purchased in-store are only valid for use in-store, and are not suitable for online purposes, and vice versa.

Refunds issued for an order may only be made via the payment method that was chosen during checkout. Partial refunds made toward products within a gift set may be scaled to their equivalent values based on the percentage of the gift set contents they constitute.

Any refunds issued may not be to an amount that cumulatively would exceed what was paid toward the order at its time of purchase. In the event in which a refund cannot be issued, an equivalent will be provided in the form of an online and/or in-store discount.

 

Dispatch & Delivery

We aim to deliver all orders within 2 to 5 working days of them being placed, subject to stock availability, and provided there is no preferred delivery date that would otherwise exceed this.

When an order contains one or more items only available for pre-order, your order will not be dispatched until the latest release date – regardless of any preferred delivery date you may have chosen.

To request a preferred delivery date via the website, please do so when prompted during the checkout process. This will be in the form of a calendar allowing you to select the date preferred.

Dispatch and delivery dates are for guidance purposes only – whilst we will always try our utmost to meet them, please be aware that they are not a guarantee. Please note that preferred delivery date requests made in an improper manner (e.g. in the form of notes appended to your order) are not guaranteed to be acknowledged.

An email notifying you of an order's dispatch will be sent to the email address used to register the account with which you placed your order. Consignment and tracking numbers relating to your order will be provided only if they are available at the time of dispatch.

Please note that tracking information will only be available once your order has been collected by the courier contracted to deliver the order, and its collection being registered within their network. Please allow at least 8 hours for tracking information (and updates thereafter) to be made available.

Orders are dispatched on a 24 to 48-hour service; either tracked or untracked depending on the contents of the order. Please note the terms and conditions of the relevant courier apply regarding your delivery (e.g. number of delivery attempts made, estimated delivery times).

A signature will not usually be required to accept the delivery of an order, however this may differ on a case-by-case basis.

In order to give your order the best chance of getting to you, we highly recommend adding delivery instructions, which will be prompted during checkout if placing the order via the website. An example would be to instruct the courier of a suitable place to leave your parcel if you are unavailable at the time delivery is made.

Your order will be dispatched for delivery to the address provided during checkout, with any amendments that we have confirmed in writing to have been made. Orders dispatched to an incorrect address as a result of an input error on your part may not be refundable, and a replacement may be charged at full price.

An alternative delivery address (e.g. a neighbour) must be located on the same street or otherwise considered within the immediate vicinity (at the discretion of the courier) of the delivery address used at the time of dispatch.

Any additional fees incurred (e.g. redirection or uplift costs) will be passed on to you at your own cost.

Dispatch days offered range Monday to Friday. Delivery days offered range Tuesday to Saturday. Saturday delivery may incur an additional charge. During peak periods there may be notifications present on the website that override advertised dispatch and delivery dates.

With limited exceptions, we require that all delivery addresses provided are located within the territory of the United Kingdom of Great Britain and Northern Ireland (UK).

Please note we do not ship to Isle of Man or Jersey.

Please note that due to these restrictions we may be unable to deliver to addresses that require a British Forces Post Office (BFPO) code – depending on their destination.

We may sometimes include ice packs to help maintain a cool temperature within the parcel of your order depending on weather conditions, but this is not a guarantee.

Please refer to the terms and conditions of the courier handling your parcel for additional terms and conditions that may apply. 

Cancellation

If you wish to cancel an order please contact our customer service team via email immediately.

Please note that if your order is being (or has been) dispatched, we cannot guarantee that we will be able to cancel your order. Depending on the circumstances, it may be possible to return your order to us. Please refer to the returns section for eligibility and more details.

 

Returns & Replacements

If there is an issue regarding your order, please contact our customer service team via email within 24 hours from receipt of your order. We reserve the right to request photographs and other information related to the order to help determine any potential resolution.

Any returns for perishable and personalised goods are only accepted if made within 30 days of their delivery, and that the goods are deemed at our discretion to be damaged or otherwise faulty.

Where possible, all items being returned must be received by us in their original, complete, and undamaged packaging. Any returns containing perishable items will be required to be sent back on a 24-hour tracked service and must contain ice packs to keep the items chilled.

All returns must be accompanied with their original paperwork, or if unable to do so, a slip containing any relevant order numbers so that the return can be identified upon its receipt. If there is no way to identify an order then it may not be possible for any resolutions which were promised to be fulfilled.

We reserve the right to deduct any costs incurred to us including those from damages sustained to the products within the return, and any miscellaneous fees paid in order to facilitate the returns process.

 

Liability & Loss of Business

We will not be responsible to you or any third party for any business loss, including but not limited to: a loss of revenue, profits, contracts, anticipated savings, wasted expenditure, or goodwill; nor will we be responsible for any loss or damage which does not directly result from our actions, or the actions of our subcontractors or suppliers, that is consequential, or was not reasonably foreseeable to both you and us when the contract between us was formed.

Our liability to you under these terms and conditions will not exceed the total amount charged for any items or services purchased. Nothing in these terms and conditions excludes our liability to you for personal injury or death caused by our negligence.

We reserve the right at any time to make changes to the website, these terms and conditions, or any such other policies.