Returns & Refunds
Changed Your Mind? No Problem.
We want you to be completely happy with your purchase. If something isn't quite right, or you simply don't need it any more, you can return it within 28 days of delivery for a refund of the price you paid. Delivery on our orders is free, so there is no delivery charge to refund. If you're a consumer, your statutory rights, including your right to cancel within 14 days of receiving your goods, are not affected. Here's how it works.
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28 days From delivery to return |
3 days Warehouse inspection |
14 days Refund after we receive it |
Step by Step
How to Return an Item
Returns start with a quick request through our online helpdesk. Just follow these four steps and we'll take care of the rest.
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1
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Request your return through our online helpdesk Head to our online helpdesk and select the returns option. Add your order number and the item(s) you'd like to return, along with clear photographs of the product and of its original packaging. We need to see both before a return can be authorised. |
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2
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We'll review and authorise your return Our team will review your photos and, once approved, send you a return authorisation with the address to send the item to and the latest date the item needs to reach our warehouse (within the 28-day return window from your original delivery date). |
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3
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Pack and send the item back to us Repack the item securely in its original packaging and arrange a courier to return it to us. Return postage is at your own cost, and we strongly recommend using an insured, tracked courier service. Returned goods stay at your risk until they reach us, and we may reduce your refund for any loss in value if they arrive damaged because of inadequate packaging or transit handling, so appropriate insurance protects you. This also applies if you refuse a delivery or ask the carrier to return a parcel to us: a return charge of £9.95 per parcel is deducted from your refund (for heavy and pallet items, the carrier's actual return charge). Please only send items back once you've received your authorisation and return address from us. |
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4
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We inspect and process your refund Once the item arrives at our warehouse, our team will inspect it within 3 working days. We will refund you to your original payment method within 14 days of receiving the goods back (or of receiving proof that you have sent them, whichever is earlier). The exact time it shows in your account depends on your bank or payment provider. |
Important
Packaging & Condition
To make sure we can process your return smoothly, please keep the following in mind when packing your item.
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Original packaging required Items must be returned in their original packaging. This protects the product during transit and ensures it arrives back in resaleable condition. If the original packaging has been discarded, please get in touch and we'll advise. |
Keep the packaging clean Please don't write on the product packaging itself, and don't attach labels, tape address stickers or place paperwork directly onto the box. If you need an outer label, please use an outer bag or wrap over the original packaging. |
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No loose paperwork inside Please don't include invoices, notes or any additional paperwork inside the product packaging. Everything we need is linked to your order number, so there's no need to include anything extra. |
Insured courier recommended Return shipping is arranged and paid for by you. We strongly recommend using an insured, tracked courier service. Returned goods stay at your risk until they reach us, and we may reduce your refund for any loss in value if they arrive damaged, so insurance protects you in case anything happens on the way back to us. |
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Returns without original packaging or in reduced condition If an item comes back to us without its original packaging, with significantly damaged packaging, or in a condition that isn't fully resellable, we may deduct an amount from your refund to cover repackaging, restocking, repair or any loss in value. The deduction will reflect the condition of the item and we'll always let you know the amount before we process your refund. For business customers, if an item can't be returned to resellable condition, we may need to decline the return, and any courtesy return may carry a restocking fee of up to 20%. Full details are in our Terms & Conditions. |
Good to Know
Special Cases
A few situations work a little differently.
Heavy goods and pallet items
For heavy and pallet items, you arrange and pay for a suitable pallet courier to return the goods to our warehouse in Bishop's Stortford. The cost is calculated at the time and is typically £150 or more, depending on the size, weight and location. Please ask us for a quote before you order, and agree the return with us through our online helpdesk first.
Refused deliveries and carrier returns
If you refuse a delivery, or ask the carrier to send a parcel back to us, we treat this as you cancelling the order. You'll be refunded the price of the goods, less a return charge of £9.95 per parcel (for heavy and pallet items, the carrier's actual return charge). Please tell us through our online helpdesk so we can log it.
Printed and made-to-order items
Printed, personalised and made-to-order items are made specially for you, so they can't be cancelled or returned unless they are faulty or the printing doesn't match your approved design. This covers the whole item, including any frame, stand or hardware supplied with the print. Hardware ordered separately as a standard stock item can be returned.
Collected from our warehouse
If you or your courier collected the goods from us, they are your responsibility once loaded, so please check them before you leave.
Common Questions
Returns FAQ
How long do I have to return an item?
You have 28 days from the date of delivery. The item must arrive back at our warehouse within this window, so please factor in posting time when arranging your return.
Do I have to pay for return shipping?
Yes, if you're returning because you changed your mind or ordered the wrong item, return postage is at your own cost. For standard parcels, the estimated cost is £9.95 per parcel. This includes refusing a delivery or asking the carrier to return a parcel. We recommend using an insured, tracked courier service, as returned goods stay at your risk until they reach us. If your item arrived damaged, faulty or not as described, we collect it or pay for the return. For larger items, a courier comparison site can help you find the best rate.
What condition does the item need to be in?
The item should be unused, in its original condition and in its original packaging. Please don't write on the packaging, attach labels to it, or include any paperwork inside. If you need to add a shipping label, wrap the original packaging in an outer layer first. If an item arrives back to us without its original packaging or in a condition that isn't fully resellable, we may need to deduct an amount from your refund to cover repackaging, restocking or repair, in line with our Terms & Conditions. We'll always tell you the amount before processing the refund.
How long will my refund take?
Once the item reaches our warehouse, we'll inspect it within 3 working days. We will refund you within 14 days of receiving the goods back (or of receiving proof that you've sent them, whichever is earlier). The exact time it shows in your account depends on your bank or payment provider.
What if my item arrived damaged or faulty?
If your item arrived damaged or is faulty, please check your delivery when it arrives and keep all packaging. Report it through our online helpdesk with your order number, photographs of the damage and a photograph of the consignment label on the box. We'll arrange a collection or pay for the return, and offer a refund, repair or replacement. Consumers can reject faulty goods within 30 days of delivery for a full refund. Business customers, please report visible damage within 3 working days of delivery and other faults within 14 days.
Can I return an item I've already assembled or used?
Items need to be returned in unused, resaleable condition. If you've assembled a product and it's not what you expected, please get in touch and we'll discuss the options.
Do you refund delivery?
Delivery on our orders is free, so your refund is the price of the goods. If you paid for a delivery service or upgrade, any standard delivery charge is refunded when you cancel as a consumer.
Can I return a printed item?
Printed and made-to-order items, including any frame, stand or hardware supplied with the print, can't be returned unless they are faulty or don't match your approved design.
Ready to Start a Return?
Use our online helpdesk and select the returns option. Include your order number and photos of the product and its packaging.
Request a ReturnWe want you to love what you buy. If you don't, we'll make it right.
