How do I return an item?

Need to send something back to us? While we hope that all our customers enjoy their purchases, there are occasions when you may need to return your order.

If you have received an item which is damaged, defective, or otherwise different to what you ordered, please notify us immediately, and we can arrange for your return at our cost.

If you have simply changed your mind or no longer require the item you have purchased, then you may return the item back to us at your own cost within 30 days of delivery.

eBay

eBay offers its own returns functionality where buyers can easily request a return through their purchase history, and depending on the return reason, either a pre-paid return label will be provided, or buyers can purchase a discounted return postage label from eBay.

With eBay Returns, it is always assumed that a refund will be provided though.

If you have received a damaged or incorrect item, and would like a replacement rather than a refund, please DON’T open an eBay Return request! Contact us first using the ‘Contact Seller’ link in your order details, and send a message (preferably with photos) to inform us of the issue, and give us the opportunity to resolve any issue that has occurred. If we are unable to resolve the issue, then we will of course advise you to request a return for a full refund if that is deemed the best course of action.

If you have simply changed your mind and wish to return the item for a refund, you can either buy a return label from eBay at your own cost, or you may purchase return shipping from elsewhere, see below for further details and best advice.

We are unfortunately aware that some buyers are misusing the eBay returns process in order to avoid paying return postage costs (by specifying an inappropriate reason for return), and we will report buyers who we feel are using this functionality incorrectly.

Amazon

Amazon recently changed their return policy, and have now implemented a procedure where pre-paid return labels are provided automatically for most return requests.

The cost of these labels is billed to the seller, so the buyer doesn’t have to pay. However the cost of the return label may be deducted from the total refund, depending on the reason for return, or at our own discretion.

As with eBay though, a return request always assumes a refund is to be provided, so again, please don’t request a return if you would prefer a replacement, contact us instead and let us know of any issue first.

OnBuy

While OnBuy offers a facility to request returns, they do not yet offer any return postage labels, so unless you are returning an item that is damaged, defective or otherwise not as described, you would need to arrange your own return postage at your own cost.

How best to buy return postage?

It is recommended to use some kind of tracked or signed-for service to return items back to us, as this allows you some level of protection if the parcel gets lost or damaged in transit.

Small, low-value, lightweight items can be returned with Royal Mail, you can post returns at a local Post Office, or you can buy postage labels online using Royal Mail’s Click And Drop service, and in many areas of the UK they will even collect from you for a small fee, if you are unable to drop off at a Post Office or Customer Service Point at a local delivery office. There’s also no need to pay extra for Special Delivery or 1st Class services, Tracked 48 or 48 Signed For will suffice.

When it comes to larger items over 2kg in weight, you will get stung by Royal Mail and the Post Office, as they will only offer Parcelforce services, which will be considerably more expensive.

For returning larger items, we recommend you look at using either myHermes or services such as ParcelHero or Parcel2Go.

These will offer you a fully tracked service, and in some cases are considerably cheaper than Royal Mail. The likes of ParcelHero and Parcel2Go also give consumers access to premium courier services at discounted rates, and parcels and packages can either be dropped off at a pickup point, or collected from your own address.

Remember, it is the buyer’s responsibility to ensure that any unwanted items are returned in good condition and fit for resale, so please do ensure that any item being returned for refund is packed well to avoid any damage!

For buyers struggling to return large or bulky items back to us, please get in touch, as we may be able to arrange collection from yourself, though a minimum charge of £10 will apply.