7-day exchange
If something is not right, exchange it within 7 days of delivery for the same product or another of the same value, subject to stock.
What can be exchanged
The item must be unused and in its original packaging, with all tags and accessories included. Anything that arrived damaged, faulty, or is not what you ordered is covered regardless — see below.
What cannot be exchanged
For hygiene reasons we cannot take back personal-care items once the seal is broken — toothbrushes, bath accessories and anything else that touches the body. This is standard everywhere and it is not something we can make an exception to.
We also cannot exchange an item that has been used, washed or assembled, or one returned without its packaging, because we cannot sell it on to anyone else in that state.
None of this affects a faulty or wrongly-sent item.
How to start an exchange
- Call the helpline within 7 days of delivery with your order number ready.
- Tell us what you received and what you need instead. We confirm whether it is in stock.
- Keep the item in its original packaging until the courier collects it.
Who pays the courier
- A change of mind — the return delivery charge is yours.
- Wrong item sent, damaged in transit, or a manufacturing fault — we pay both ways. Call us within 48 hours of delivery and, if you can, photograph the problem before the packaging is discarded.
If what you need is out of stock
You may choose another product of the same value, or take a refund under our refund policy.
Checking your parcel
Please open and check the parcel in front of the courier. A breakage reported after the courier has left cannot be verified, and that is the one case we are not able to settle in your favour.