Returns

You may withdraw from a purchase made through the shop within 14 days, without giving a reason. Separately, and for two years, goods that turn out not to be as described are ours to put right.

Withdrawing within 14 days

The 14 days run from the day you take possession of the goods. If an order arrives as several consignments, they run from the day the last one arrives. Tell us at [email protected] that you are withdrawing — a plain statement is enough, and you do not have to explain why.

Send the goods back within 14 days of telling us. Return postage is yours to pay unless the goods were faulty, damaged or not what you ordered, in which case we cover it.

Getting your money back

We refund within 14 days of receiving your withdrawal notice, by the same means you paid unless you agree otherwise. We may hold the refund until the goods are back with us, or until you show they have been sent, whichever comes first.

The refund includes the standard delivery charge you originally paid. If you chose a faster or more expensive delivery than the standard one, the difference is not refunded.

You may handle goods enough to establish their nature and characteristics, as you would in a shop. If they come back diminished by handling that went further than that, we may reduce the refund accordingly.

What cannot be withdrawn from

The law excludes certain goods, and much of what the network sells falls under those exclusions. Food and other goods liable to deteriorate or expire quickly cannot be returned. Sealed goods that are not suitable for return once unsealed for health protection or hygiene cannot be returned once opened.

Craft made or personalised to your specification cannot be returned, since it cannot be sold to anyone else. Where a product falls under one of these exclusions, that is stated on its page before you buy.

None of this applies to faulty goods. A defective item can always be returned, exclusion or not.

If something is wrong with the goods

For two years from delivery you are entitled to have goods that do not conform to the contract repaired or replaced free of charge, and to a price reduction or a refund where that is not possible or not done within a reasonable time.

This is a legal right and nothing here limits it. Write to [email protected] with your order number and a photograph where the problem can be photographed.

If we cannot agree

If a complaint is not resolved to your satisfaction, you may refer it to the National Authority for Consumer Protection, ANPC, or use the European Commission online dispute resolution platform. Both are open to you regardless of what we have agreed between us.