Return Policy

Short answer: 30 days from the date the carrier records delivery.

The clock starts on recorded delivery rather than on the day you ordered, which matters for anything bought well in advance. A parcel that sat with a neighbour for a week still has its full period counted from the carrier's date.

Where an order has not yet been dispatched, the simpler route is cancellation: we stop the order and refund the full amount, with nothing to send back.

The window applies to the order as a whole. Where one order contains several items, the same deadline governs all of them.

If you are close to the deadline and the parcel is already on its way, tell us. We would rather know it is coming than refuse it on arrival.

Short answer: yes, if it is unused, unwashed and complete with its original packaging and tags.

Try items on over your own clothing, and compare what arrived against the product page before discarding packaging or breaking a seal. Once an item cannot be resold, a return becomes difficult even where your reason is entirely reasonable.

Items that come back with marks, odour, pet hair, a missing accessory or a damaged fastening may be refused, or refunded at less than the price paid.

Where the condition is arguable we ask for a photograph and explain our reasoning before reaching a conclusion. You will not receive a bare refusal with no explanation.

If an item arrived damaged, faulty or different from what you ordered, the eligibility rules are relaxed and the matter is treated as our error rather than a change of mind.

Short answer: email [email protected] before posting anything, and wait for our reply.

Send the order reference, the item concerned and a short statement of the reason. The reason matters because a change of mind and a fault follow different routes.

We reply with a return address and packing instructions, normally within one working day. Do not post anything until that reply arrives, because a return sent without prior agreement cannot be matched to an order.

Write the order reference inside the parcel as well as on the outer label, so the return can still be identified if the label is damaged in transit.

Keep the proof of postage until the refund appears. It is the only means of tracing a return that goes astray on its way back to us.

Short answer: you do if you have changed your mind; we do if the item was faulty or wrong.

For a change of mind, you arrange and pay for the return carriage, and the original outward postage is not refunded. That reflects the fact that the delivery was already performed.

Where the item arrived damaged, faulty or different from what was ordered, we meet the cost of carriage and refund the full amount paid, postage included.

Use a tracked service for anything of value. An untracked return that goes missing in transit cannot be refunded, since there is no way to establish what happened to it.

If several items from one order are coming back, send them together where you can. Separate parcels are treated as separate returns, and each attracts its own carriage cost.

Short answer: we release it within seven calendar days of the item arriving and passing inspection.

We issue the refund to the original payment method. Your bank or card provider then takes its own time to post the credit, commonly another three to five working days, and that part sits outside our control.

Inspection simply confirms the item is unused, complete and matches what was sent. If something is missing we email you before any deduction, so a reduced refund never appears without explanation.

Refunds cannot be issued to a different card, a different account or in cash, because the reversal has to follow the original transaction. Where an order was paid partly with store credit, the refund is apportioned in the same proportions.

We email you at the moment the refund leaves us, so you know it has been released rather than wondering whether the request was actioned.

Short answer: anything that cannot be resold or verified once it has left us.

Opened craft kits and mixed paint or sand sets cannot be returned, because the contents cannot be checked once the seal is broken.

Ride-ons that have been assembled and ridden outdoors are excluded, since wheels showing road wear cannot be sold as new.

Items with missing fixings, tools or instructions cannot be accepted as unused.

Any toy or ride-on marked final sale on the product page is excluded from returns, and the marking is shown before checkout.

An item returned without prior agreement, or sent to an address other than the one we provide, cannot be matched to an order and may be declined.

If you are unsure whether something falls within an exclusion, ask before posting it. A two-line email costs nothing and avoids a parcel travelling in both directions for no reason.

Where an excluded item is returned anyway, we will hold it pending your instruction and return it to you at your cost if we hear nothing.

Short answer: we look at it individually rather than refusing it automatically.

A return reaching us after the window has closed is assessed case by case. It may be accepted, or returned to you at your own cost, depending on the item and how late it is.

Parcels refused at the door, or returned as undeliverable because delivery was not taken, are treated as change-of-mind returns: the item price is refunded once the parcel reaches us, but the original postage is not.

If a late return is already in transit, say so and we will consider it before it arrives rather than refusing it on receipt.

Where you disagree with an inspection outcome, reply to the decision email and the matter is reviewed by a second member of staff, with the evidence relied on shared in writing.