All Sale or Return (SOR) and approved returns are subject to the conditions below. A return that does not fully comply may be refused, delayed or returned to the sender at the customer's expense, and no credit will be issued.
1. 30-day deadline and written authorisation
We cannot accept returns after 30 days have passed from the date of delivery. Return requests must be made, and written authorisation received, before goods are sent back. Approved returns must be dispatched within the agreed return window and, in every case, reach us within 30 days of delivery.
Do not send goods without prior written approval and an authorisation reference. Unauthorised returns will not be accepted or credited.
2. Delivery shortages, errors and damage
Please inspect every delivery as soon as it arrives. Sign for the consignment as damaged if any cartons are visibly damaged in transit, then notify us within 3 working days at [email protected], with photos and the order number. Claims received after 3 working days cannot normally be considered.
If a product is missing or the wrong item has been sent, email us within 3 working days with the order number, affected product code and quantity. Subject to review, we will arrange a replacement or issue a credit.
3. Manufacturing faults
If a product develops a manufacturing fault, contact us with the order number, product code, photos and a brief description before returning anything. We will confirm the appropriate next step, which may include collection, disposal with our approval, replacement or credit. The 30-day return deadline above still applies to goods being returned.
4. Product quantities, cartons and protection
- Products must be returned in full box quantities of 12 units only. Any box with fewer or more than 12 units will be rejected in full.
- Split boxes, part-box returns and consolidated quantities across cartons are not permitted.
- Each carton must contain one product type only. Mixed products, designs, finishes or product codes in the same box are not accepted.
- Every ornament must be individually wrapped in its original bubble pouch, as supplied. Missing, substituted, damaged or non-original protective packaging will result in rejection of the entire box.
5. Condition and packing requirements
- Goods must be unused, undamaged and in resalable condition.
- Handling, shop wear, marking, labelling, price stickers, residue or repackaging will invalidate the return.
- We may inspect and reject stock that does not meet our resale standards.
- Use the original outer cartons wherever possible and pack every box securely to prevent movement in transit.
- Transit damage caused by inadequate packing is the sender's responsibility and will not be credited.
6. Pallet delivery is mandatory
- All returns must be shipped palletised; loose cartons are not accepted.
- Stack cartons squarely on a standard pallet, shrink-wrap them and secure them for transit.
- Do not stack mixed product types on the same pallet unless we have approved this in writing in advance.
- Pallets must be safe for a forklift or pallet truck to handle. Unsafe, unstable or over-height pallets may be refused on arrival.
7. Packing list required
Enclose a detailed packing list with every shipment and attach a copy to the pallet. It must clearly state:
- Product code and description
- Quantity per carton
- Number of cartons on each pallet
- Total number of pallets returned
Differences between the quantities declared and received may delay or invalidate credit.
8. Credits, charges and non-compliant returns
Credits are raised only after the returned stock has been fully inspected and reconciled. Processing times vary according to volume and compliance. We may apply restocking, handling, inspection or re-palletisation charges where appropriate.
Stock that does not meet these requirements may be rejected and returned at the customer's cost, or disposed of without credit following notification. Our decision on condition and compliance is final.
9. Where to send approved returns
We will provide the correct return address and instructions with your written authorisation. Please do not send stock to an address until we have confirmed it.
10. Your statutory rights
This policy does not limit any rights that cannot lawfully be excluded.
11. Need help?
Email [email protected] or call 0121 285 5166. We aim to acknowledge return requests within 1 working day.