For any refund queries, head to our contact us page.
Received an item that doesn’t fit or is not suitable? No problem, our exchanges, and returns policies are designed to make that as easy as possible.
We’re happy to exchange most items if they are the wrong size or color, but unfortunately, engraved or custom-made items cannot be exchanged or refunded unless a manufacturer’s fault is found with them.
Returns
If you would like to return an item for a refund, please send it back to us at the following address, including the following information:
1. Your order number
2. Why the item is being returned
3. If the item is faulty in any way
We offer a refund policy for most items. Engraved or custom-made items cannot be refunded unless a manufacturer’s fault is found with them.
Buyers must return goods within 30 days of receiving the order (this is extended to 30 days after Christmas when purchasing Christmas gifts).
The buyer’s responsible for ensuring any returned goods reach us in satisfactory condition. Please ensure that all bags/tags/labels are untorn and still attached. To minimize processing time and speed up your exchange/refund, please ensure that any items returned are free from odor and pet hair, are folded as neatly as possible, and sent in secure, protective wrapping. We try to ensure the goods reach you in great condition – we’d appreciate you returning the favor.
Buyers returning goods from outside the EU must clearly state on the outside of the package and on any customs documentation that the goods are ‘Returned Goods’ to allow them to clear customs without generating additional charges.
Exchanges
The easiest and fastest way to process your exchange is to purchase the replacement items in a new order, then return the unsuitable items for a refund.
Alternatively, you can send them back to us for an exchange and we’ll post out the replacements to you. You can process your exchange via our online exchange system. Once we receive your returned items, we’ll get the replacements sent out – normally this takes anywhere from a few days to a week or two depending on how long the items are returned to us.
Overseas
To exchange an item, please purchase a replacement item in a new order, and then return the unsuitable items for a refund.
Combine Shipping
If you are thinking of exchanging something – remember that you can combine the replacement item with any other items you may wish to purchase, and only pay to ship for the combined order.
All our delivery costs are calculated on total weight, this includes the weight of both the products and the packaging.
– No handling charges & no tax for all items.
– The order transit time is 9-14 working days for Standard Shipping. (Mon-Fri)
– The order handling/processing time is 2-5 working days for Standard Shipping. (Mon-Fri)
– Our Working days are Monday – Friday
– The Order cut off time is 7:00 pm (GMT-08:00) as per the Pacific Standard Time(Los Angeles)
– Delivery time may vary according to your location (like Alaska/Hawaii orders take 3 extra days).
– Only defective items will be entertained for exchange
– The contents of your order and your delivery postcode will determine which delivery services you will be offered.
– Please note that we are unable to deliver to PO boxes on any of our delivery services.
– Terms & Conditions Apply.
– Who do we use to deliver your order?
Our back office systems are fully integrated with DHL Express, FedEx, USPS, and UPS which means that the second your parcel is dispatched you will be sent an email containing your tracking details. This allows both you and us to track your parcel’s every move from our door to yours!