Cancellation & returns
A clear next step, if something isn’t right.
Before dispatch
You may request cancellation before your order is dispatched, with no cancellation fee. Use the private order confirmation page to send your request. We put dispatch on hold while we review it. A request is not an automatic refund confirmation.
Faulty, damaged or incorrect items
Contact the store from your private order page and describe the issue. Keep the product, packaging and any photographs that help show the problem. We will review the issue and arrange an appropriate remedy, which may include replacement or refund. Inspect the item with the delivery person where possible; accepting a delivery does not remove your rights regarding defects discovered later.
Card refunds
Approved refunds are returned to the original payment method. Your bank determines when funds appear; Stripe advises that refunds can take 5–10 business days. A credit-card refund may appear as a reversal or a separate credit. We cannot promise that it will arrive within hours or before your next statement.
After dispatch
Change-of-mind return arrangements are still being finalized for the pilot. This does not limit remedies for defective, damaged, misdescribed or incorrect goods, or any applicable consumer rights.