We have a 24 hour cancellation policy. If you place your order and change your mind, please contact our SUPPORT team at email@example.com. and let us know that you wish to cancel.
We will do our very best to cancel and refund your account but please note, if your parcel is in the shipping line, we cannot retrieve the order for cancellation. ORDERS THAT HAVE BEEN SHIPPED CANNOT CANCELLED.
If we can cancel, your order will be refunded by the customer support staff and you will receive your money in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund. If you are concerned, contact customer support and we will send you proof of refund from our shop.
30 Day Returns
Our standard return policy lasts up to 30 days, which means that if you are not happy with your purchase, you may return it within 30 days of receiving your product. Please contact our customer support staff firstname.lastname@example.org. , who will help you.
After initiating your return, to receive your money back the item must arrive in our UK store within the 30 day window.
You must also include your name and order number so that we can identify your product. The return shipping costs for unwanted items within this 30 day period are not reimbursed.
If the cup is faulty or defective, we can either issue a full refund or order a replacement. Please note that returns shipping for faulty cups are reimbursed via pay pal (GLOBAL) or bank credit (UK only). Shipping for replacements are first class, free of charge and tracked.
Please note, we cannot issue a refund if there is nothing wrong with the cup or if it has been used (out with the 30 day money back guarantee). If the product is returned and works according to manufacturing guidelines then the item will be returned to you first class and a refund will not be processed.
To start a return, you can contact us at email@example.com. If your return is accepted, we will provide further shipping instructions. Items sent back to us without first requesting a return will not be accepted.
Please contact us for any further return question at firstname.lastname@example.org.
Damages and issues
Please contact us immediately with photographic evidence if your item is defective, damaged or if you receive the wrong item.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
You can contact the customer support staff at email@example.com. if you would like to exchange/make a change to your order. We can fulfil this request only if the order has not been shipped.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note, we cannot issue refunds whilst your order is out for delivery. If you would like a refund, please return your order when it arrives by following our return instructions.
Parcels that are retuned to sender/not picked up by the customer if the courier has been unable to deliver
Due to global increase in shipping charges we are unable to redeliver parcels in the below situation:-
1. Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender". This parcel is destroyed as the shipping companies will not bear the cost of returning parcels to the UK or China
2. Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local collection office and it is the customer's responsibility to go and collect their order. The collection office will only hold a parcel for a grace period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy.
Stolen orders are eligible to a maximum gift-card of £50 **subject to approval
To claim a money refund for a stolen parcel, the post office/last mile courier must confirm that they have not received the parcel tracking number in their system.
If your parcel has not arrived within 30 days since being despatched you are entitled to a full refund. If 30 days has elapsed since you placed your order and it has not arrived then please contact our customer support team by emailing: firstname.lastname@example.org.