International returns
For international orders we are able to offer returns for items received as long as we receive notification within 7 days of receiving the items. Please ensure you quote your original order number.
- Our company does not take any responsibility for the cost of returning the items or any duties/taxes incurred.
- Please note we do not take any responsibility for items lost or damaged when being returned to us, to avoid problems ensure you pack the items securely, keep a proof of postage receipt from the post office or send the items back to us via a tracked/recorded service which insures the value of your goods.
- Items must be unused, unopened, in all the original packaging with all seals intact to receive a full refund. You cannot cancel your order or demand a refund once you have opened the product containers or packaging, or if you have used the product.
- Your order will not be refunded until the items have been received and inspected by us. We will process the refund back to the original credit/debit card account used to purchase the item.
International return policy if the customer fails to retrieve the parcel
For overseas parcels, if the customer fails to collect the parcel once notified by the International Postal Service any charges that we incur for the return of the parcel, will be charged to the customer.
Once the parcel is Returned to US, there are 2 options:
- If the customer would like the parcel re-sent, the customer will be charged the postage fee.
- The customer can request a refund. In this case We will not refund the cost of the postage (this includes the original delivery cost and return postage fees).
On receipt of the returned item(s) we will refund the price paid for the goods to the original payment method. Delivery costs will not be refunded (exceptions apply).
Order cancellations
- You may cancel your order by contacting our customer service department within 24 hours of placing the order.
- If you cancel your order after we have dispatched the products you must return the products in accordance with the returns policies above, unopened and in their complete packaging, to our head office address (see contact us).
Wrong item received
- We apologize if you have received the wrong item by mistake and we aim to resolve this for you as quick as possible.
- Please contact us as soon as you receive the wrong item and we will arrange for the wrong item to be sent back to us and a replacement/correct item to be sent back to you.
- To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Item missing
- Sometimes items may have been accidentally missed out of the order or may have been out of stock in our warehouse.
- If you do not receive a notification that remaining items are to follow in a subsequent delivery, please contact us within 7 working days of receipt to report your missing item.
- We will investigate the matter immediately and resolve the problem.
Damaged or faulty items
- We aim to keep our customers satisfied and apologies if you have received an item that is damaged or faulty.
- If the item was damaged during delivery to you, we may need you to fill in a Lost Parcel or Damaged Items declaration form.
- For faulty items please contact our Customer Service department and we will advise you on the next steps to receive a refund or replacement product.
