Returns and refunds

How returns work

If an object is not right, contact us before sending anything back. We will confirm whether it can be returned, give you a return reference and tell you where to send it.

Please do not post an item without a return reference. Without one it may not be matched to your order.

What can be returned

Unused objects in their original packaging can be returned within the return window stated on your order confirmation.

Items should be complete, with any lids, cables, inserts and packaging that came with them.

Objects that have been used or show signs of wear may not be accepted for a full refund. We assess each return when it arrives and tell you the outcome.

Customised items

Objects that have been branded, engraved or packaged to your specification are made for you. They cannot be returned for change of mind.

This is why artwork is approved before production begins. If a customised item is faulty, or does not match the approved proof, contact us and we will resolve it.

Refunds

Once a return has been received and checked, we confirm the refund by email.

Refunds are made by the method agreed on your order, such as the original payment method or a credit note against your invoice. Refund timing and the treatment of delivery costs are confirmed when your return is approved.

Damaged or incorrect items

If an object arrives damaged, faulty or different from what you ordered, tell us as soon as possible. Include your order reference and photographs of the item and its packaging.

We will arrange a replacement or a refund and tell you whether the item needs to come back to us.

How to start a return

• Contact us with your order reference, the object you want to return and the reason.
• Wait for your return reference and the return address.
• Pack the object securely in its original packaging.
• Send it using a service that gives you proof of postage, and keep that proof.
• We confirm by email when the return has been received and checked.