FAQs


No Fuss Returns Policy

*at any point, do not return a product prior to contacting us

Read all the information below carefully before purchasing any item/s from our store to avoid any inconvenience after-sale. (This is a legal-contract between the buyer and seller)

We stand by our Simple Returns Policy, if you are not happy with your purchase, we accept returns within the first 14 days (Please note this does not include items which have been used and damaged by the buyer).

The Buyer is responsible for Returns Postage, therefore please do not ask for us to reimburse postage cost in an unlikely event that you are willing to return the item back to us.

Can I return an unwanted item for exchange or refund ?

If you have changed your mind about the item you have received, you can return it back to us for a refund or replacement within the first 14 days. The item needs to be in an new/unused condition in order to receive a full refund or exchange. All packaging and additional parts will also need to be attached when sending the item back. If the item has been used or damaged we reserve the right to charge a discretionary restocking fee. The item needs to be in a re-saleable condition to receive any refund.

Free postage does not mean that we do not incur postage charges when sending the item out to you, it only means that the postage price is included in the sale, therefore we reserve the right to discount postage charges from the refund you receive, but as a good will of gesture this charge might be waived along with any postage cost to resend the item out to you as an exchange if the buyer is co-operative during the process.

Buyer is responsible to return the item back to us intact and make sure the item is received, please use appropriate postage service.

What happens if the item is not as described ?

If you believe we have missed anything out, or the item you received is not as described on the listing, please Contact Us.

We will be happy to accept your item back for a full refund/replacement (per your request) if you believe it is not as described, faulty, damaged or you have believe to have received an incorrect item.

You will be required to return the item back to us before any refund is issued, therefore we will not issue any refund before receiving the item back to our returns depot.

We try to list all items with the information provided by the manufacturers, but sometimes colours shown on the pictures of items can differ due to screen resolution and light effects used to take professional images.

Please do not forget that you can always contact us if you have any questions before committing to buy the item.

What do I do if the product I received is damaged ?

If the item is received damaged, you will need to report us within 3 days of receiving the item, we may require further proof in order to process a replacement or refund. Usually, the simplest and fastest way is to ask for photographs to be emailed to us, this allows us to make a fast decision and offer you the best resolution.

We can at our discretion ask the item to be returned before any replacement or refund is issued, if the item is found to be misused or damaged by the buyer we will not issue any refund or replace the item.

How do I prepare an item for Return ?

Please attach a note with the return, clearly explaining the reason of return.

Package the item with the same or similar envelope/mailing bag used to send the item.

You will need to use appropriate delivery service to send the item back to us to ensure that the item reaches us.

Please do not return a product without contacting us first.

Can I change my delivery address after the order has been placed ?

Please do not ask us to change/amend postal address after placing the order as all orders are dispatched automatically. We send hundreds of orders and have two collections every day, therefore finding your parcel once it has been packed would take a lot of time.

You can always change/amend your postal address at the checkout before paying for the item.

What if I have submitted a wrong address at the checkout or my address is incomplete ?

Please do not blame us for your own mistake, we automatically dispatch all orders to the assigned addresses (registered address - address visible at the checkout), therefore if your address is incomplete/wrong, your item will either end up in a local delivery office or sent back to us (in some cases, the item may be lost by the delivery service provider).

You need to either pick up the item from your local delivery office by showing a proof of identification, or wait for the delivery service provider to return the item back to us. If the item is returned back to us, we can either send the item to the correct address provided or issue you with refund.

We have all the right to ask for the postage cost for the item to be be resent to the correct address or minus postage costs when refunding you if you do not require the item anymore, but in most cases we will waive these postage charges as a good will of gesture if the customer is in co-operation with us throughout the process. In an unlikely event that the item is lost (not returned back to us), we cannot accept responsibility.

*Most items which are not received are caused by incomplete addresses such as no door numbers, street name or incorrect postcodes. Please be more understanding if the item has not been received due to an error caused by an incomplete address and work with us to get the problem solved. In order to avoid this please make sure correct address is visible and double-check before placing the order.

What if I don't receive my item ?

Please contact us so we can resolve the problem.

We dispatch each and every order which has been placed by the buyer and we have no reason not to dispatch an item (we will always be in contact if there is problem with dispatching an item), therefore if the item does not show up or delayed, it could either be delayed by the Delivery Network or lost in the post.

If you opted for Free delivery, the item is dispatched using an Economy service, this can take between 2-5 days for an item to be delivered, but in rare cases it can take up to 10 days.

Before contacting us to report that you have not received your item, please check your address you indicated when placing the order to see if the correct address is listed.

If it has been more than 7 days from the day your item has been dispatched, please contact us and we will get in contact with the relevant delivery network and open a claim with them to investigate this further.

Occasionally, items will be left with your neighbour, or picked up by another person at your address, kindly ensure this is not the case before reporting us the item has not been received.

Although we process refund quickly, please do not expect a refund straight after reporting your item is lost, as we need to contact the delivery network and provide them with an ample time to solve the problem, this is also important to avoid the small minority of dishonest people from receiving a refund for an item they have received.

We will only issue a refund or send out a replacement if we receive confirmation from the delivery network that the item has not been delivered or lost.

When contacting us please allow 24 hours to receive a response within the week days (9am to 5pm Monday to Friday excluding weekends).

How do I get in contact, if I have a problem with an item I purchased ?

Please contact us by telephone or email.

If emailing, we try to respond within 3 hours, but please allow upto 24 hours to receive a response within the week days (9am to 5pm Monday to Friday *excluding weekends).

Why do you want to know if my delivery address is a commercial premises during the checkout stage?

The reason we ask this is because we have a courier that delivers only to commercial premises. By selecting the correct option at stage we can ensure that the most efficient courier is used and therefore ensure your order is processed quickly.

What is a commercial premises ?

A commercial premises is a property approved and designed for retail or wholesale trade, hotel, restaurant, offices, clinics, warehouses, light manufacturing, and other such uses but not for residential purposes.  

This website is Copyright © 2016 MailShack. All Rights Reserved • VAT Registration No. 228549678