Refund policy

I received a faulty item, what do I do?We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.The product name and code can be found on your order confirmation email.If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.Refunds - How long will my refund take?We get it, waiting for a refund can suck. But please hang in there while we work on it. A typical refund will take up to 21 days; that's 14 days from you returning your order, us processing it, followed by 7 days for it to make its way through the banking system.If you are using Royal Mail or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for the item to be received into the Cnceool warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, but this is dependent on your bank processing time.If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.If you've waited more than 28 days from the day you returned your item and have received no email from us then please get in touch by going to the 'Contact Us' tab on this page.