Status of your Order

Order overview, change billing / delivery address, cancel item

Create Return Shipment

Create Return

Status of your Return

Status of your Return or Refund


Important notice:

There is currently an increased volume of returns, which means that the processing of returns after receipt of the parcel takes between 10 - 14 working days. You will not receive a confirmation of receipt of the parcel (please use the consignment number of the return). You will receive a confirmation as soon as the return has been processed. We ask for your understanding and patience.

Frequently asked questions

Where can I find my Order Number?

Your Order Number is included within the Order Confirmation email which is sent to you on the date of order placement.
For Invoice Orders, please DO NOT use the Order Number from our invoice partner Ratepay. Instead, please use the Order Number you received from us.

Where can I lodge an Order Return?

In our Returns Portal, please select Return Item and log in using either your Invoice or Order Number. A Customer Account is not required in order to lodge a return.
Please select the item you wish to return. Choose a return reason and then simply click the Confirm Return button.
Once you have lodged your return, a Return Overview will be displayed on the next page. Please print this document off, enclose within the return parcel and follow the next steps.
The Order Return is not free of charge. The Return Address can be found in our Returns Portal.
To follow the status of your parcel, refer to the tracking number provided. You will not receive confirmation from us until the parcel has been processed.
The refund will be automatically processed within a few working days via the original method of payment.

How long do I have to return the goods?

Returns are valid 14 days from the date your Order was shipped.
If you would like to return your order outside of the return period, please contact our Customer Service Team who can decide on each case on an individual basis.

What happens if my purchased item is defect or incorrect?

If, contrary to expectations you have received a defect item, please contact our Customer Service Team immediately. Don`t forget to send us a picture of the defect goods so that we can process your request more quickly.
Please use our Contact Form which you will find on our Homepage under Contact Us.
To attach a picture to your Query, simply click on Attach under the description field and select your image.

Where do I find my Return Label?

For sustainability reasons, we have decided not to provide our Customers with free Return Labels.
Take your Return Parcel to a shipping service provider of your choice (e.g. Royal Mail, Hermes, etc.). Ask for an Postage Label and fill it out with our address; as indicated in our Returns Portal, and add the correct postage amount.
Ensure that the Postage Label is firmly fixed to the Return Parcel. Please ensure that the original senders address and barcodes are no longer visible and that the Postage Label does not overlap the edges of the parcel.
We recommend that you insure your Return Parcel together with tracking.