Kickstart Guide

Discounts

Please follow these simple steps to apply a discount/voucher code to your order.

  1. Begin by adding your desired and/or required items for the discount to your bag.
  2. Select “View your cart” to make sure you’re happy with your items.
  3. Now you can select “Proceed to checkout” or enter your discount code in the field “Promotional Code” and hit enter.
  4. Otherwise, throughout the checkout process you will see a conspicuous notification on the top left side of the page calling you to enter your coupon/voucher code. (The notification is reading as following: “Have a coupon? Click here to enter your code”
  5. Continue through the checkout process until you reach the payment page.

If successful, you will see a discount applied to your order on the right hand side in the “Order Summary”.

Security

You can shop at  VOIDmode secure in the knowledge that your details are safe. To enhance security we do not hold any payment details that you submit to us. This means that you are required to enter your payment details each time you order with us. If you require further details on our security policy please contact our 

Buying Online

To find a product you wish to buy you can either search by description or by product code using the search facility located in the top right hand corner of the page. Alternatively if you see an area of interest use the categories displayed on the top side of the site. This will guide you to a product listing where you can filter products based on several conditions like color, size, etc. and when you click on a product this will take you to the product page. On the product page you must select both color & size option in order to add the product to your cart.

Password Problems

For your account security you will be asked to set up a password to your account. If you are unable to remember your password simply select “Forgotten Password” on the Login page, you will then need to input your email address and follow the steps in the email to reset your password. If you are still having problems you will need to contact our webmaster who will reset it for you. After that you will be able to re-assign a new password at your leisure using the Account section.

How to Register

You don’t have to open an account in order to buy from VOIDmode. However, for providing you with advanced order info and easements, a personal account registration is required. To do this you will need an email address and a contact phone number. Setting up an account will also allow you to order without having to fill in your name and address details every time you shop and will also give additional benefits such as regular newsletters, you’ll also be one of the first to know when we have special offers and discounts.

Your phone number remains secure with us and is used only to facilitate the delivery process

If you don’t want to get saddled with more login credentials to remember, you can utilize our social sign up and login equivalent process that is plain sailing (if applicable).

Once registered, you can update your details using the My Account section. If you need to add an alternative shipping address, simply click the link to enter a new address within the Address Book section of My Account.

Delivery & Shipping

Free Shipping

Our effort is to give you more of VOIDmode without spending a fortune to collect your new items.

We regularly offer free shipping promotions that subject to changes and are dependent on various conditions/requirements of the final order mix.

If your order is qualified for Free Shipping you should take into account that:

Unless otherwise stated, free shipping refers strictly to Standard Shipping Method

Orders shipped with Standard Delivery travel as registered via ELTA HELLENIC POST SERVICE

Delivery Times

In the following table you will find an estimate of the time needed for your order to travel from VOIDmode to your door. Please allow us at least one (1) working day handling time (that will be in most cases shorter) and be compliant if any minor delays occur. Times stated here result from official carriers’ declarations and do not include delays that might come up for orders subject to customs office control. In  order to remain within the following time frames your order must be placed by 12:00 pm EET.
Days refer to working days & working days are Monday to Friday. All orders are shipped from Greece.

 Zone/Group/Country

Delivery Time (Days)

Standard DeliveryExpress Delivery
Greece Attica1-31
Greece Rest1-41-2
Cyprus2-41
Balkan3-51-2
Balkan EU2-41
EU Countries2-31
Non EU Countries3-101-8
US & Canada3-102-3
Middle & Far East4-152-7
Rest World4-152-7

Worldwide Delivery Costs

Below is the list of destinations we currently deliver to and the current minimum delivery charges. These amounts are provided as estimates only and additional charges may be incurred dependent upon the size weight and value of the goods. The actual delivery charges will be calculated for you on the checkout pages prior to acceptance of your order.

We ship all orders with registered and first priority handling

Standard Delivery Cost Estimation

Zone/Group/CountryFrom…
Greece1,50 €
Cyprus5,60 €
Balkan5,80 €
Balkan EU5,60 €
EU Countries5,60 €
Non EU Countries6,30 €
US & Canada6,30 €
Middle & Far East6,30 €
Rest World6,30 €

Express Delivery Cost Estimation

Zone/Group/CountryFrom…
Greece Attica4,00 €
Rest Greece6,20 €
Cyprus20,40 €
Balkan23,80 €
Balkan EU20,40 €
EU Countries20,40 €
Non EU Countries23,80 €
US & Canada22,95 €
Middle & Far East25,50 €
Rest World29,75 €

 

Unsuccessful Delivery

Why has my order not been delivered and returned to you?

The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. If you have a VOIDmode account you can check the reason by following the tracking link that is attached to your order by visiting your order history under “My Account” section.

Orders returned back to us are automatically refunded unless they contain personalised items in which case we will resend them out to you.

Delivered not Received

I’ve not received my parcel yet the status is delivered?

If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. You should have received a card from the courier explaining this or informing you that your parcel is waiting for you at the courier’s front-desk.

If having tried your neighbours your parcel is still missing and there’s no indication that the courier company awaits action from your side, please

 and we will investigate further.

Customs and Imports Charges

If you order goods from our site for delivery outside EU (European Union), they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor our overseas delivery provider ELTA post – ELTA courier, have control over these charges. For further information please contact your local customs office before placing your order.

Where We Deliver

We deliver to the most destinations around the globe !

We hold contracts with robust carriers and specifically:

For Standard Delivery: ELTA Greek National Post Service

For Greece Express Delivery:  Geniki Taxidromiki courier

For International Express Delivery: ELTA Courier – SPM Service (Special Priority Mail)

To see a shipping cost estimation of countries we deliver

 

Greece Delivery Options

Standard Greece Delivery

Using our Standard Greece Delivery, your order should be with you in one (1) to three (3) working days (excludes Weekends and Public/Bank Holidays).

Get Standard Greece Delivery starting from only 1,50 € !

Express Greece Delivery

Place your order before 13:00 Sunday – Friday and receive your order within 1 to 2 working days (excludes Sundays and Public/Bank Holidays).

Get Express Greece Delivery starting from only 4,00 € !

If you select our Express Delivery option, and your order is placed and accepted before 13:00 Sunday – Friday, we aim to have your order delivered to your door within 1 to 2 days provided the next day is not a Sunday or Bank Holiday. Orders placed after 13:00 will take an extra 24 hours to deliver (excludes Weekends and Public/Bank Holidays).

Collect In Store

You can get your order delivered to our retail store in Greece. Once your order has been delivered to the store, you’ll get an email confirming it’s ready to be picked up. Your parcel will take 1 working day to be delivered to the store.

Enjoy Store Pick Up  for FREE!

Every time you use our Store Pick Up delivery service and collect your parcel from VOIDmode store, you’ll receive a voucher to spend in store. You’ll be given your voucher by our store staff when you collect your parcel. This voucher cannot be redeemed online.

Your parcel can only be collected within store opening hours. Please ensure you have your order number and a form of ID, if you don’t have all two, you will not be able to collect your order.

Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility Bill

For under 18s:
• National Insurance Card
• Medical Card
• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

You have up to 15 days to collect your parcel from store, you will be reminded three times within this period to pickup your parcel.

If you fail to pickup your parcel within this period, it will be returned to the warehouse, you will then need to speak to Customer Services for a refund.

Order Tracking

You can track the progress of your order using a unique tracking reference number. If you have a VOIDmode account you can find your number in your order history.

For further information you can also email our

 team who will look into this for you.

Order Confirmation

Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options. At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.

Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed. For all deliveries (domestic &  overseas), we will also inform you of your tracking reference number.

This information becomes available after we manage your order and can be found on the top of your order page under the My Account page. You can track your order using the direct link provided or by visiting our order tracking page. By clicking on the “Track” button you will be taken to a third party service that collects the tracking progress data from the carrier assigned to your order.

Technical Issues

Safe Sender Contact List

Why I cannot see your messages into my inbox?

Likely it’s all about complex security or authentication filters applied by your email client/software.

By adding our email address to your safe sender list this will enable you to receive our emails into your Inbox and reduces the chances of having problems receiving emails from us.

Each ISP (Inernet Service Provider) has spam filters which keep both white listed addresses and blacklisted addresses. If an address is on a persons white list then mail from the specific sender will be allowed.

To ensure you receive all of our emails please make sure you add shop@voidmode.com and news@voidmode.com to your address book.

To ensure that you receive our emails please follow the instructions below for your specific email client.

Google Mail

  1. Open the email.
  2. Click on the “More options” link next to the date.
  3. Click on “Add sender to Contacts list” in the options.
  4. The email address has now been entered into your Gmail contacts list.

Hotmail

  1. Open the email.
  2. Click “Options” (at the top right hand corner of the screen) then “More Options” at the bottom of the dropdown list.
  3. Select “Safe and Blocked senders” then click “Safe Senders”
  4. Copy and paste shop@voidmode.com or news@voidmode.com into the box provided and click “add to list”
  5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

  1. Open the email.
  2. On the toolbar click “Actions”
  3. Select “Junk E-mail” from the drop down menu.
  4. Select “Add sender to safe senders list”.
  5. A dialogue box may appear with the words “The sender of the selected message has been added to your safe senders list”. Click OK to confirm.
  6. The email address has now been entered into your Outlook contacts list.

Yahoo!

  1. Open the email.
  2. Click the “Add” button next to our email address.
  3. If not there already copy and paste shop@voidmode.com or news@voidmode.com into the email field and click “Save”.
  4. A dialogue box may appear with the words “Contact was Added” beside a green tick. Click OK to close the dialogue box.
  5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

  1. Open the email.
  2. On the tools menu click “Options”
  3. On the Preferences tab under E-mail click Junk E-mail
  4. Click the Safe Senders or Safe Recipients tab and select Add
  5. In the Enter an e-mail address or Internet domain name to be added to the list box copy and paste shop@voidmode.com or news@voidmode.com and click OK.
  6. The email address has now been added to your Contacts list.

AOL Mail

  1. Open the email.
  2. Hover over the From address to give a small dropdown. Select “Add contact”.
  3. If the email address does not appear in the email field copy and paste shop@voidmode.com or news@voidmode.com into the box provided. Click Add contact to confirm.
  4. The email address has now been added to your Contacts list.

Other Issues

I’m having problems with a page on the site. What do I do?

If you are experiencing any other technical difficulties while using our site please let us know immediately.

To help us look into your problem please try to include as many of the following details as possible:

  • Browser (Internet Explorer 6/7/8/9, Chrome, Firefox, Safari, iOS device, Android device etc)
  • What page or category you were trying to access (e.g.product buy page, product listing page, login, cart etc)
  • When the problem occurred
  • Any error message that appeared on the screen at the time
  • A screenshot of what you see using the file upload option

Website Issues

If you find any issues with the website you are more than welcomed to send us a “heads-up”.

Click to open a case for technical issue.

Problems Signing In

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the exact same email address and password that you used when you first registered with us.

If you can’t remember your password, simply select the “Forgotten Password” link on the sign-in page and input your email address and follow the steps to set up a new password. Once signed in you can change many of your details at any time just by signing in to My Account.

If you still have problems signing in to your account, then click the following button and we will look into the matter ASAP

Legal Notice

Order Placement

Gift Cards

Gift Cards can generally be redeemed online at VOIDmode.com. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 12 months after purchase. Any remaining balance will be cancelled on the expiry of the validity period.

Gift Cards cannot be used to buy further Gift Cards.

We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you purchase your Gift Card from us.

This does not affect your legal rights.

Taking Payment

Please note that we will not take payment for any item until it has been processed. We will however take an Authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order but this will not be realised until we have processed your item(s) for delivery. In the event of us not being able to fulfil your order we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Payment Authentication

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords which are set up by you to protect you when you shop online.

How do I activate my card?

Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register during the transaction. You should enter your card details and set a password in the secure window. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information or encounter a problem with the authentication process, please contact your card issuer directly. Unfortunately we have no control over the payment authentication process so we will be unable to assist with any authentication enquires.

 

Payment Options

The Payment Pages used at VOIDmode are secure and you can safely enter your card details to pay for your order.

We accept the following methods of payment: Mastercard, VISA, Maestro, PayPal and Gift Cards for all orders

Exclusively for customers’ orders delivered in Greece, we offer the ease of Cash on Delivery (COD) payment method

Please select the desired payment option and proceed to enter the card details. Based on the type of card you are using for payment, you may then be asked to enter further details to enhance the security of the transaction. This request of information comes direct from your card issuer and relates to a password that identifies you as the authorised user of the card. If you do not have a password set up you can do so online during the transaction.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud. Internet Fraud is Illegal and perpetrators will be prosecuted in all cases.

Please note that we cannot accept PayPal as a payment method if your order contains Pre-Order items.

Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card no cash change will be given, instead the remaining balance will be stored on the Gift Card and may be used as payment for another purchase.

Gift Cards cannot be used to buy further Gift Cards.

Placing Your Order

Once you have your items in your cart, you can then increase the quantity by entering the desired amount in the Quantity field.

Being on the Cart Page you can pre-fill your address and be informed about the shipping cost after you click the update button. At this point you must select the shipping method you prefer. Clicking on the Checkout button on the My cart screen then takes you to final checkout page where you fill-in the full address, contact details and you choose the payment method. Please note that the billing address must match the details for the card that is being used. Once you have reach this point you can place your order and you will be transferred to the order completion page.

Products

Size Guide

To help you select the correct items we provide you with size charts where you can find an approximate conversion of the size shown on the product’s label. Inevitably as size and cut may vary, please use this size guide and should an item run big or small it will be noted in the product description. We have endeavoured to provide you with the most accurate representation of these sizes but if you have any concerns or queries, please contact our

Faulty Products

We are sorry to hear you believe your item is faulty. Please return the goods back to us including details where possible of:

>  Your Order Number
>  Product Code/Product Name
>  Details of the fault
>  Whether you would prefer a refund or replacement

We advise that you send items back via registered post. The return address is:

VOIDmode – Customer Returns
6-8 Ivis str.
Psirri, 10554
Athens, Greece

As soon as we receive the returned goods they will be examined and we will notify you by email of a refund as soon as possible, and in any case within thirty (30) working days. Goods deemed as faulty will be refunded in full or exchanged if an exchange is available.

Please find more information in our Returns – Exchange – Refunds policy sections of the FAQ

Availability

If you are buying large quantities of one particular product or we are down to the last few units we will alert you on the cart page of the amount you are able to buy by displaying a relevant informative message.  If you see this message, please reduce the quantity to continue with your purchase.

We may introduce maximum levels on products which are on offer to enable more of our customers to benefit from the deals available.

You will be prompted at the checkout to reduce the quantity to the amount specified.

Stock Levels

With the exception of products that we plan to discontinue we show products on our website that are out of stock.

That way you can declare your interest either by entering the waiting list (and get an email notification upon availability) or by placing a back-order. Regularly it takes 3-5 working days to restock an item depending on the time of order, the demanded quantity & its technical requirements.

Size Queries

How do I find my size?

We are always open to inquiries but it would ease you more to get advise by clicking our pre-configured size chart links that you find on each product.

However, you can have a look at the overall size guide page which will show you Clothing sizes to help you make an informed decision about your purchase

Tailored Goods

Tailored goods are non-returnable (please note that this does not affect your statutory rights). We cannot guarantee 24 hour delivery times on Personalised items, we will endeavor to get your order to you on time however due to the extended processing time this is not always possible. The total order will be despatched once the goods have been personalised according to your request.

Most of the times customizing an item involves additional cost and that will be agreed and surcharged after we reach an agreement.

You will be able to regularly order the item online after we forward to you the link and a code to access the special item on our shop.

Order Management

Cancelled Items

Why have items been cancelled from my order?

Items will be cancelled from your order if we are unable to locate them during our picking process. The most common reason is that we no longer have that item in stock.

Our shop is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately on very rare occasions where we have small quantities of a particular item, orders placed between updates may exceed the quantity of items we have available. In such circumstances we will allocate goods to the customers on a first come, first served basis.

You will not be charged for any items that have been cancelled and any authorisations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your banks procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Cancelling Your Order

In some circumstances we may be able to cancel your order, please email us using the contact form on the right side of the page requesting that your order is cancelled. You will receive an email confirmation if we have been successful in cancelling your order, If not please follow our returns procedures for unwanted items.

Changing Your Order

Can I make changes to my order?

Typically No! Once an order has been placed you are unable to make any changes or amendments to your order, this includes delivery address, delivery option, email address and items.

But we are here to help you. You can request a complete cancellation so as you start over or try to inform us about the desirable changes and let us evaluate the situation and go on with some updates. Then you will be asked to confirm the changes.

 

Missing Items on Order

Sometimes your goods will be delivered on different dates, so first of all, check your delivery note or despatch emails to see if any of your items will be arriving separately. You will not be charged any additional postage costs.

If there is a 0 in the despatch quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you.

If the delivery note says an item should be in your parcel but it isn’t, please use the contact form on the right side of the current page to get in touch with us letting us know which item(s) you believe are missing.

Two Charges for Order

My bank is showing two charges for my order

As with the majority of online retailers, once you have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

We will only take money for the items that we send you and this is done when we have processed your order. Therefore, if we have had to cancel any items from your order, the money we take will be less than the amount which has been authorised by your bank and will be taken as a separate amount.

This is why in certain circumstances it appears that you have been charged twice for your order. As soon as payment was taken we would have automatically sent information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank’s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Cancelled Order Charged

My order has been cancelled but it appears that I have still been charged.

As with the majority of online retailers, once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank’s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Unable to Exchange

You might wonder “Why have I been refunded for an item instead of exchanged?

Your return will be refunded if we are unable to provide the item which you have requested.

Cancelled/Failed Orders

There are a number of reasons why we cancel an entire order. The most common reason is because the billing address details provided by the customer do not match the details that the customer’s bank has on record for them.

Please make sure that that the billing address you provide is the address that the card is registered to.

Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct. For more specific details please refer to the cancellation email that we’ve sent to you.

Refunds

If a refund is payable to you we will refund the money using the same method originally used by you to pay for your purchase. If a refund cannot be made to the original payment method then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will be issued as a Gift Card [or e-voucher]. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item which we have received back.

We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. However, it may take up to 15 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.

Returns and Exchanges

Please get informed about our Return & Refund Policy for online purchases.

We do our best to ensure all of our customers enjoy a happy shopping experience with VOIDmode, however, occasionally you may need to return an item.

To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:

VOIDmode – Customer Returns
6-8 Ivis str. , Psirri, 10554, Athens, Greece

either by post or by visiting our physical store.

General Policy

You can request to return or exchange one or more items within 14 days from the date you received the order. Please keep the delivery receipt documentation safe, we may ask you to provide us with a copy.

We will not accept and effect any return or exchange without written previous notice from your side.

VOIDmode Incompetency

In case that the reason for your return is due to our failure to deliver the right goods, we take on the return shipping cost provided that you will use the same shipping method & carrier. In that case, shipping the right goods back to you is to our cost as well.

Defective Goods

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days from the date that we confirm via e-mail that you are entitled to a refund for defective goods.

Full Refund Claim

If a full refund (including original delivery costs) is required then the entire order needs to be returned back to us within fourteen (14) days from collection. However, you will be responsible for the cost of returning the goods to us initially. If a refund is payable to you we will process the refund as soon as possible, and, in any case within fourteen (14) days.

Gift Card Purchases

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

Refund Arrangement

If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or partial purchase of goods using a Gift Card, as detailed below).

Clarifications

  1. Original delivery cost is refundable only in the case that VOIDmode is held responsible for order fulfillment failure.
  2. Delivery cost for exchange/replacement is to the responsibility of VOIDmode in case of valid defective goods claim or order fullfillment failure.
  3. We would recommend that you return your items via registered post.
  4. If an exchange or replacement is required an email will be sent when the items are despatched.
  5. If for any reason the item(s) are out of stock, a refund will be issued.
  6. If a refund is required an email will be sent to confirm the refund has taken place, please allow up to 10 working days after the email date for the funds to appear in your account.
  7. Please clearly state on the form the reason for return and whether you require a refund or exchange. We are only able to exchange items for the same product.
  8. Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
  9. The returned goods do not need to be in their original packaging however they need to be in a salable condition with tags and barcodes intact. Return postage is at your own cost and risk.
  10. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
  11. Our returns policy does not affect your statutory rights.