EU Right of Withdrawal
Right of Withdrawal
Under the EU Consumer Rights Directive 2011/83/EU (as amended by Directive 2023/2673), if you buy from us online, you have the right to withdraw from your purchase within 14 days, without giving any reason. This is often called the "cooling-off period."
How the withdrawal period works
The 14 day cooling-off period starts from the day you (or someone you've nominated, other than the courier) receives your goods. If your order contains multiple items delivered separately, the period starts from the day you receive the last item. If day 14 falls on a non-working day, your deadline extends to the next working day.
How to exercise your right of withdrawal
To withdraw from your purchase, tell us before the 14 day period ends. Contact our customer service team with a clear statement that you wish to withdraw (email is fine - you don't need a specific form). Once you've notified us, return the goods without undue delay, and in any case within 14 days of telling us.
Who pays for return shipping
During the 14 day cooling-off period, you are responsible for the cost of returning the goods. Full details on how to send items back, including cost, are on our Returns page.
Refunds
If you withdraw within the cooling-off period, we'll refund all payments received from you, including standard delivery costs, without undue delay and within 14 days of receiving your withdrawal notice (or, if earlier, evidence you've sent the goods back). We may withhold the refund until we've received the goods back or you've supplied evidence of return, whichever comes first. Refunds are made to your original payment method, and you won't incur any fees as a result.
Defective or faulty goods
The above applies to change-of-mind withdrawals. If an item arrives faulty or defective, different rules apply: return shipping costs are covered by us, not you, and this sits alongside your standard legal guarantee rights. See our Returns page for how to report a fault.
Condition of returned goods
You're liable for any diminished value resulting from handling the goods beyond what's necessary to check their nature, characteristics, and function. Please return items unworn, in original packaging, with tags and accessories included.
Exceptions
The right of withdrawal doesn't apply to goods made to your specifications or clearly personalised, or to sealed items you've unsealed after delivery where this isn't suitable for return for health or hygiene reasons.
This right of withdrawal is separate from and in addition to any other returns or warranty rights available to you. For full details on our returns process, timeframes, and how to start a return, visit our Returns page.