Returns and refunds
Each shop sets its own returns policy, shown on the shop page and product page. These are the minimum rules every shop follows.
Plain-language guide, being finalised with our lawyer before launch. It isn’t a legal agreement yet.
Read the full Buyer Terms: Orders, Delivery, Returns and RefundsThe complete text in Legal & agreements, with every version kept.
Damaged, wrong or missing items
Ask for a fix or refund within 14 days of delivery.
Request a return from your order page within 14 days of delivery, with photos if they help. The shop must offer a replacement or a refund for its mistake and pays to collect the item.
Changed your mind
Each shop sets its own window, shown on the product.
Some shops accept returns of unused items in their original packaging. Check the shop’s policy before you order.
Items that usually can’t be returned
Personalised, perishable and opened hygiene items.
- Personalised or made-to-order items, unless they arrive faulty or not as described.
- Food, opened beauty products and other items that can’t be resold for hygiene reasons.
How refunds are paid
How and when the shop pays you back.
Refunds come from the shop, back the way you paid. For cash on delivery the shop arranges a cash or bank refund with you. A shop saying it has refunded you isn’t proof; contact us if a refund doesn’t arrive.
Last updated 29 October 2026. Questions? Contact us