Returns Information

If for whatever reason you are unhappy with your purchase, items can be returned to us in their original condition within 30 days, from receipt of the goods. For customers ordering outside of the UK, Inbound postage and packaging charges will be at the cost of the customer.

Restrictions apply, please see “Return restrictions” section for further details.

Multibuy promotions

If you return a single item bought as part of a multibuy discount offer (for example 'buy 2 for £18.00') you will be refunded the full price of the returned item less the total discount given in the offer (for example, if the items were each £12 if bought individually then the refund would be £12 for the single item returned minus the total discount offer of £6 = total refund of £6).
If you return all items purchased as part of a multibuy discount offer you will be refunded with the full multibuy value (for example if you return both items purchased under the ‘buy 2 for £18.00 offer, the total refund will be £18.00).

Standard restrictions apply, please see “Return restrictions” section for further details.

Arranging a return

1. Simply complete the returns form enclosed within your order package
2. Attach the returns label provided onto your parcel. 
3. Take your return to a Post Office and obtain a proof of postage receipt.

For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items. The parcel is your responsibility until it reaches our warehouse, so please ensure you retain proof of postage as we cannot be held liable for any items lost in transit.

We will email you to let you know when your refund has been processed. Returns will be processed within 7 working days of the date of return and are refunded back to your original payment method. Please allow up to 7 days for your return to be credited to your account.

Please note that we are unable to accept returns at our retail shops for items purchased either online or by telephone.

Full details on how to return an order are also shown on your advice note enclosed within your order package.

Our returns promise does not apply to:

• DVDs, CDs or computer software once you have opened them 
• perishable products (e.g. food and flowers) 
• periodicals or magazines 
• memberships
• personalised products (unless faulty)
• donations made to RNLI, including any RNLI Lifesaving Gifts (virtual gifts) purchased.

If you receive damaged products or the wrong product is sent to you, you should notify us as soon as possible. You may return the products for a full refund. Any such refund will include all postage and packaging charges which have reasonably been incurred by the customer. To arrange please contact our mail order customer services department on 0300 300 9916 (from the UK) or  +44 2038 327234 (from outside the UK). Lines are open 8am - 8pm Monday - Friday.

Unfortunately, we are unable to accept returns or issue refunds on personalised products unless the product is faulty. Returns cannot be accepted for any item where incorrect characters or personalisation details were entered at the time of purchase, so please check the details you enter carefully before completing your purchase. This does not affect your statutory rights.

The easiest and most cost effective way to return a product that you have purchased in a shop is to take it back to the shop of purchase.  Our volunteers in the shop can then either refund or replace the item.

If you purchased your product whilst on holiday please either email us or phone 0300 300 9916, or +44 2038 327234 (from outside the UK) and our Customer Services team will be pleased to advise you of the options available.

Please note that we are currently not able to accept returns at our shops for items purchased either online or by telephone.

In most circumstances it's not possible to make changes to an order. If it is too late to cancel your delivery, any unwanted items will need to be returned as outlined in our returns policy. 

To change details of your delivery address, remove items or cancel it completely; please contact our customer service team as soon as possible, quoting your order number. We are unable to guaranteed that any changes can be made once an order has been placed.

If you cancel your order in accordance with this policy, we will refund the relevant part of the purchase price for that item and the item’s normal delivery charge. Please note, if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. You must take reasonable care of the goods until they are returned to us.

Please note that alongside your rights above, by law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.

To cancel your purchase within the fourteen-working-day cooling-off period, the above procedures should be followed. 

This returns policy does not affect your statutory rights. For information on your statutory rights and your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's Consumer Gateway web site at www.consumerdirect.gov.uk.