Return & Exchange Procedure
We hope you are delighted with your order. If you are not completely satisfied with a product, please return it to us for an exchange or refund within 14 days after your receipt of the order. Please follow the return and exchange process outlined below.
Items will be refunded or exchanged providing that you have not used the item; it is in the same condition as when you first bought it, i.e. in its original packing; and, you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit. For returns, your cost of postage will not be refunded, for exchanges, the cost of postage/delivery will be charged to your account.
In the event of any product being faulty, we will either refund or exchange the goods, and cover all costs of postage based on Royal Mail Standard Delivery. Any additional shipping costs relating to return or exchange are your sole responsibility.
Please note that modified items (such as with customised embroidery) cannot be returned or exchanged.
To return your order, please
- Download the Return & Exchange form
- Complete the form as instructed, and sign and date it,
- Attach the completed form to the parcel,
- Pack the order in original packing together with the return/exchange form. Please ensure that the contents of the parcel is well protected,
- Send the parcel to: Returns Dept., Cotton and Olive, Pinehurst, Elgin Rd, Weybridge, KT13 8SW
- Please use a signed delivery for postal/courier service and keep the proof of the postage safe until the resolution of your return.
We would strongly recommend to use a signed delivery for sending service and to obtain a proof of postage as we are not responsible for returns that do not reach us.
We try to process returns as quickly as possible; however this can take up to 7 days from the date of receipt during busy periods. If you have any queries about an item you have returned please contact our customer services by email firstname.lastname@example.org.
You may cancel an order at any time before it has been processed for shipping by contacting your order number our customer services by e-mail email@example.com. To cancel your order after it has been despatched to you, you will need to follow the Return Procedure as stated above.