Returns and refunds

Changed your mind

You have 30 days from delivery to tell us you want to return an item you have simply changed your mind about. This is our own promise, on top of your rights under the law. You pay the cost of sending the item back.

Please send items back unused, complete and in their original packaging where you still have it. We may reduce a refund to reflect handling beyond what was needed to inspect the item.

Faulty, unsafe or not as described

If goods are defective, unsafe or not as described, the law protects you whatever our change-of-mind window says. Tell us and we will repair, replace or refund them, at no cost to you.

What we cannot take back

• Items made or personalised to your specification.
• Items unsealed after delivery where hygiene makes that final.
• Digital downloads and online courses once you have accessed them.
• Dated tickets and bookings — our cancellation policy covers those.

How to return something

Use our with your order number and what is wrong. We will confirm before you send anything. Returns go to [add this in Settings].

Refunds

To ask for your money back on something you are not sending back — an order that never arrived, or one you have cancelled — use our refund request form.

A 50% refund will be applicable if you cancel before 24 hours of the scheduled event.

No refund will be given if you cancel within 24 hours of the scheduled event.

If we are forced to cancel the event (for example due to adverse weather) then you will be entitled to a full refund.

Refunds will be made through your bank account. Our payment providers cannot reverse a payment indefinitely, so we cannot refund an order more than 60 days after it was placed — talk to us before then and we will find a way. Delivery charges are refunded when the item was faulty or not what you ordered.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, please contact your bank. There is often some processing time before a refund is posted.