After the sale
Returns and refunds
Because you pay the courier, a refund is something we arrange with you. It is not a card reversal.
Cancel before dispatch
Email admin@example.com with your order number while the status is still "Pending cash on delivery". We cancel the order and put the pieces back in stock. You owe nothing, because you have not paid yet. Once the status is "Dispatched", the courier already has the parcel. Ask them to return it if they have not delivered it, and email us the same day so we know not to expect the cash.
Damaged or wrong item
If the parcel arrives damaged, incomplete, or different from the product page, email us within 7 days of delivery. Include:
- The order number.
- The mobile number on the order.
- What is wrong, in a sentence.
- A photo of the item and the parcel, if you can.
We will replace the item or arrange for it to be collected. If you already paid the courier, we refund that cash directly. We do not ask you to buy a second one while you wait. A change of mind after a correct item has been delivered is not a fault; write anyway and we will say whether we can take it back.
What we cannot undo
- A delivered order that was used and is no longer in saleable condition, unless it was faulty.
- A claim with no order number and no phone we can match.
- A courier delay that is still inside a normal city route. Track the order first.
Shipping rules are on the shipping page. The rest of the sale is in the terms.