For physical product purchased we encourage our vendors to support same day shipping for off-the-shelf goods ordered before noon. Handmade and personalised purchases will require a process time to prepare your order in addition to shipping delivery time. Please check your sellers shipping policy and information on the product page for further details. Vouchers are delivered by email, available as downloads when purchased and available as downloads to registered users in the Vouchers section of "My Account".
Booked activities and experiences: Please check your vendors refund policy.
Cancellation / Return / Exchange Policy
Under Consumer Contracts Regulations 2013, if you buy on-line or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This excludes the products listed as exceptions in the small print section below.Your vendor can offer a refund on your purchase price within 14 days of receipt of the goods.Your vendor will issue the refund within 14 Days of receipt of the return.The processContact your vendor in normal working hours to be issued with returns number and appropriate returns address.
Registered Customers - Open a Support Ticket with your refund request in My Account -> Orders page.
Guest Customers - Contact vendor, supplying your email address, by using the ASK A QUESTION button on the relevant product ENQUIRIES TAB in normal working hours to be issued with returns number and appropriate returns address by email.Your vendor will issue this number within 1 working day by email.Write returns number on the outside of the packaging (Mandatory), please use original packaging if possible and enclose original documentation received – write on the back the reason for the return (This is not mandatory). Please ensure you remove our labels from the packaging.Post the item to your vendor and obtain a proof of postage receipt.Your vendor will issue your refund within 14 days.The small print – exceptionsIt’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused.Products we’re unable to cancel, refund or exchangeWe cannot offer refunds or exchanges, unless faulty, on the following items:Products which have been personalised for youProducts hand made to order for youWhere a product has been specially ordered in for you, unless faulty, we’re unable to refund or offer an exchange.We’re unable to accept cancellations for these orders, unless within 24 hours of the order being placed. We’ll make this clear when you place your order.This does not affect your statutory rights.