Return and refund policy

1. Cancelling before dispatch

You can cancel an order from your order page at any time before the shop marks it as dispatched. The full amount, including any delivery charge, is refunded to your payment method. After dispatch, the return rules below apply.

2. Faulty, damaged or wrong items

If an item arrives faulty, damaged, or not as described or ordered, you can ask for a replacement, a repair, or a full refund within 15 days of delivery. This is free of charge: the shop covers the return delivery, and the refund includes what you paid for delivery.

Tell the shop through your order page as soon as you notice, and keep the item and its packaging until the return is arranged. A photo helps.

3. Changing your mind

If you change your mind, you can return an item within 7 days of delivery as long as it is unused, in its original packaging with labels and seals intact, and in the condition you received it. Return delivery for a change-of-mind return is at your cost unless the shop says otherwise.

Some items cannot be returned for change of mind for hygiene or practical reasons: perishable food and drink, items made or personalised to your order, sealed cosmetics, underwear and personal-care items once opened, digital goods and vouchers once delivered. The shop marks these on the product page. Faulty or wrong items in these categories can still be returned under section 2.

4. How to return

Open the order in your account, choose the item, and request the return. The shop will confirm and arrange collection or tell you where to send it. Return within the window and keep the proof of sending.

If a shop does not respond within 3 working days, or you cannot agree, contact our support from the same page and we will step in.

5. Refunds

A refund is issued to the payment method you used for the order once the shop has received and checked the returned item, and no later than 5 working days after that. Your bank or card issuer may then take a further 3 to 10 working days to show it in your account.

For a faulty or wrong item the refund is the full amount you paid. For a change-of-mind return it is the item price; the original delivery charge is refunded when the whole order is returned.

6. Exchanges

Exchanges are handled as a return followed by a new order, so that each has its own record and its own refund. If a shop offers a direct exchange, it will say so when you request the return.

7. Your legal rights

The windows above are the platform's minimum standard for every shop. Where the consumer protection law of your country gives you more, that law applies. No shop on the platform may refuse a return that the law requires, and a "no refund, no exchange" notice has no effect here.