PRODUCT RETURNS
If you change your mind about an item, or have received an incorrect item, we offer a very simple no quibble returns policy.
You may return unwanted goods up to 28 days after delivery. Please advise us that you wish to make a return within 14 days of delivery and then you have another 14 days to post back the goods to us.
All items must be returned to us in resalable condition (unless faulty or damaged in transit) and will be inspected once we have received the return.
All items must have intact packaging, including relevant swing tags, labelling, branding and any accompanying marketing material specific to the item.
The item must not be visibly worn, damaged, marked in anyway with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem the item unsaleable.
If your return was purchased as part of a bundle, the complete bundle must be returned to us. We cannot return or exchange only part of a bundle product.
Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
Please ensure all returned packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit.
HOW TO RETURN YOUR ORDER
Please notify us that you wish to make a return using the contact form or contact details on the ‘Contact us’ page. Please tell us the following information:
Your name/order number/email address/item(s) to return/reason for return
Then, please wrap items securely and label clearly with your order number on the outside of the packaging. Please return to:
Returns Department
Orb Group
The Orion Building
1 Broomloan Place
Ibrox Business Park
Glasgow
G51 2JR
The customer is responsible for returning the item to us, please make sure you take adequate steps to ensure the security of the contents during transit back to us. We cannot be held responsible for exchange or refund if reasonable steps are not taken.
UK REFUNDS AND EXCHANGES
When you return an item, you have an option of a refund or an exchange. Refunds will be credited to the original payment method only (for example credit/debit card) and this can take up 5-7 working days depending on your bank.
Exchanges are only offered when an alternative size of the originally ordered item is required. Please note, we can only exchange an item if it is in stock at the time of processing the return otherwise a refund will be given.
INTERNATIONAL RETURNS
All international customers are responsible for the costs in sending items back to us.
Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay. If this is not marked properly the parcel will be returned to you to be resent correctly.
Refunds will be credited to the original payment method only (for example credit/debit card) and this can take 5-7 working days depending on your bank.
We do not offer exchanges to international customers; if you wish to change an item you will need to return the item(s) back to us for a refund and then place a new order.
FAULTY PRODUCTS
Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Please contact us as soon as possible providing information regarding the fault. The item should be returned to us (initially at your cost) or, if requested, an image sent of the fault within the 30 days.
We will not be held responsible for any item(s) where a fault has been caused due to customers negligence, only manufacturing faults will be considered.
Return postage costs will be reimbursed to the equivalent Royal Mail 2nd class charges, however orders over £100 we would also recommend a tracked service.
If we can confirm that there was a fault present when we originally despatched the item you will be entitled to a full refund, including postage charges via your original payment method. You can also choose a replacement if you prefer.
CANCELLING ORDERS
If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order as long as it has not been picked for despatch. We need written confirmation of cancellation from you, so please contact us quoting your order number as soon as possible. If your order has already been picked for despatch, we cannot cancel the order.