Refunds and returns
Our mistake costs you nothing, and an order is held, never cancelled.
If something goes wrong on our side
If our supplier cannot fulfil your order, our systems fail, or we cannot confirm your address, we hold your order and tell you the same business day. We never cancel it ourselves. You choose:
- Wait, with a new date.
- Substitute an item of the same or lower price. We refund any difference.
- Refund in full.
When it is our fault
A refund for our or our supplier's fault is in full, including shipping and the service fee, within 2 business days of your choice. Damaged, wrong or missing items are refunded or replaced without asking you to send anything back.
If you change your mind
You can return unopened items within 30 days. You pay the return shipping. Write to hello@[DOMAIN] first and we will confirm how to send it back.
How we write to you
Every message about a problem says why it happened, what we will do, and how to reach a person. A hold also says how it lifts. A cancellation is only ever done by a person, with the reason written down.