Returns Policy

We want you to be 100% satisfied with your purchase, so have tried to make our returns process as simple as possible. Please note, as a charity, we do not offer free returns, unless the item is faulty or the incorrect item has been sent. Whilst regulations mean you have an automatic 14 day right to cancel your order, we are happy to extend this to 28 days. Please see below for FAQ's on returns or feel free to email us with any further questions. 

Can I return an item if I’m unhappy with it or it’s not suitable?
Yes, you can return an item to our warehouse within 28 days if you’re unhappy with it, or you have changed your mind, however it must be in un-used condition and in the original packaging. Please contact our customer service team to advise us of the return, quoting your order number and the item number. We will then advise you of the address to return the item to, the return will be at your cost. We suggest you have proof of posting or send via a tracked service. Once we have received the item, we will check it and then issue you a refund via the method of payment for the original purchase. Please allow seven working days for the refund to be returned to you once the item has been received back to us.

The item I have received is the wrong one or is faulty – how do I get a refund/return it?
If this happens, please contact to advise us, quoting your order number and item number. We will carry out some quick checks with the supplier and arrange for a new item to be sent to you. Our customer service team will email you with information on how to return the incorrect or faulty item. Please note that we may ask you to send in some pictures of any fault so we can see the problem. If the item is found to be faulty or the wrong item has been sent, we will provide you with a returns label. 


Please note that we cannot offer a refund for any item where a suggested donation was made, such as our Virtual Gifts (as this is an optional payment and not a payment for the item.)

We are also unable to return/refund any donation made with any order, even if the items purchased have been approved for return by our customer service team.