EU Right of Withdrawal & Returns Policy
This page applies to consumers based in the European Union. Under EU Directive 2011/83/EU (as amended by Directive (EU) 2023/2673), EU consumers have a 14-day 'cooling-off' period during which they may withdraw from most online purchases without giving a reason. Certain categories of goods are exempt from this right, as explained below. If you are based outside the EU, please contact us directly using our Contact page instead, as this withdrawal process does not apply to your order.
Important: Food, drink and consumable items are exempt from the right of withdrawal. Under Article 16 of Directive 2011/83/EU, perishable goods and sealed goods which are not suitable for return for health or hygiene reasons (and which have been unsealed after delivery) are excluded from the 14-day withdrawal right. All food, snacks, sweets, drinks and similar consumable products sold on this site fall under this exemption and cannot be returned or refunded once dispatched, regardless of seal condition, for the safety of our customers and to prevent tampered or contaminated products re-entering circulation. We do not accept returns of food or drink items, whether opened or unopened, from any location.
For non-food items that are eligible for return (such as homeware, decor, beauty and hygiene products in unopened/sealed condition), you may withdraw from your purchase within 14 days of receiving your order. As disclosed in our Terms of Service prior to checkout, you are responsible for the cost of returning the item(s) to us.
Once we receive the returned item, we will inspect it to confirm its condition and that seals, packaging and safety features are intact. Refunds are issued once this inspection is complete. If an item shows signs of use, opened/broken seals, tampering, or damage beyond what is necessary to establish its nature and function, we reserve the right to deduct an amount reflecting the reduced value of the goods from your refund, in line with EU consumer protection rules. International orders (outside the EU) are not eligible for return under this process.
Submit an EU Right of Withdrawal / Cancellation Request
Please allow 24-48 hours (Monday to Friday, excluding weekends and public holidays) for our team to respond to your request.