Returns & Refunds

In short

• Please inspect your consignment upon receipt.
• Report any damaged or incorrect items within 7 days of delivery.
• Contact your B2B account manager to initiate a return authorization.
• Customized or made-to-order items are not eligible for return.

Inspecting your consignment

Please inspect goods on receipt. Note any visible damage to cartons or pallets on the carrier's paperwork before signing — an unqualified signature makes transit damage significantly harder to claim.

Reporting a problem

Report damaged, missing or incorrect items to your account manager within 7 days of delivery, with your order reference, the affected SKUs and quantities, and photographs of both the packaging and the goods.

Do not return anything before a return authorization has been issued — unauthorized returns cannot be processed.

Made-to-order items

Because collections are produced on demand against your order, customized and made-to-order items are not eligible for return or exchange where they have been supplied as specified. This does not affect your rights in respect of goods that arrive damaged, defective or not as ordered.

Resolution

Once a claim is authorized we will agree the remedy with you — replacement in a following production run, a credit against your account, or a refund of the affected line items. Refunds are issued to the original payment method for the value of the affected goods.