Returns & exchanges
A fair, simple
way to put things right.
If your order is not right, contact us before sending anything back so we can understand the issue and explain the next step.
Start here
Tell us what
has happened.
Include your order number, the product name and a clear description of the issue. For damage, faults or fitting concerns, photos and measurements help us respond more quickly.
This prevents delays and ensures the return is sent to the correct place with the information we need.
Standard, non-customised items
If you change your mind about a standard, non-customised item, please contact us within 14 days of delivery. You then have a further 14 days to return it unused, uninstalled and in its original condition. You are responsible for the return postage unless the item is faulty or was supplied incorrectly.
Custom-made items
Products made to your chosen size, colour or other specification are exchange only for change-of-mind or ordering errors. Please contact us before returning anything so we can confirm the exchange and provide the correct return details. This does not affect your statutory rights if an item is faulty, misdescribed or supplied incorrectly.
Size exchanges and return postage
For a size exchange, return postage is paid by the customer. Please include your order number, full name, email address, the product being returned and the replacement size required inside the parcel.
We recommend using a tracked service and keeping your proof of postage. We cannot accept responsibility for parcels lost during return transit or for delays and charges caused by insufficient or underpaid postage.
Replacement lead time
Once your return has been received and the exchange approved, your replacement will be made to order. As we manufacture each product rather than holding finished stock, a short production lead time will apply. We will provide an estimated dispatch time when we confirm your exchange.
Damaged, faulty or incorrect orders
Please contact us with your order number and clear photographs of the item and packaging. We will review the issue and explain the appropriate replacement, repair or refund process, including any applicable return-postage arrangements. Your statutory consumer rights are unaffected.
International orders
Because of the additional shipping, import and tariff costs, we cannot offer discretionary change-of-mind returns or size and colour exchanges for orders delivered outside the UK. This does not affect your rights where an item is faulty, misdescribed or supplied incorrectly. Please contact us before sending anything back.