What should I do if an item is missing, incorrect or faulty?

Unfortunately, sometimes mistakes happen and items develop faults, our stores and warehouses will always try and catch these where they can but a few will always fall through the gaps – we’ll always do our best to make it right for you!

Online Purchases:

Faulty items: For all purchases made online that develop faults you can contact us using the contact links at the bottom of this page to talk to our Customer Care Team who will be able to look into your order for you – all they will need is your Order Number, a picture of the fault and a short description of what happened to investigate the issue!

Much like our stores, for any items that develop a fault within 6 months we will be more than happy to offer a refund for you back into your method of payment, but for anything between 6 and 12 months we can only raise this as an e-gift card.

Incorrect & missing items: If you've received an incorrect item or your item is missing, please reach out to our Customer Care team as soon as possible* with your Order Number, the name of the item you did not receive and a picture of the item you did not order, clearly showing the label and item number

Store purchases: For all purchases made in stores that develop faults we would require that these be returned to one of our many retailers (we are unable to accept returns to our concession stores). We can accept your return within 6 months for a full refund, as long as you have your receipt or some form of proof of purchase like a bank statement!

If it’s between 6 to 12 months unfortunately we won’t be able to offer you a cash refund however we would be more than happy to offer you a credit note for the value of the purchase!

* Please be aware that we only have a maximum of 30 days to investigate any missing or incorrect items with the courier and our Warehouse. If it is over 30 days then unfortunately our Customer Care team will not be able to help