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What is the collection process?

If you receive incorrect, damaged or unsellable items please follow these steps to arrange a return:

1. Submit a claim
  • Provide details and any necessary evidence to support your request.
  • Please read our guide to how to provide evidence when there is a problem with your order
  • Please provide any relevant collection details in the comments section of your claim to expedite the process.
  • Once your claim is approved, we will organize a collection of the items.
2. Collection arrangement
  • Shipping label generation:
    • If your order is small and fits within one standard box: A return shipping label will be generated straight away
    • If your order is large and may require multiple boxes: We will reach out and ask for more information on required dimensions. Once this is confirmed, a shipping label will be generated (may take up to two days)
  • Collection date scheduling:
    • The collection pickup date will generally be arranged for the day after the shipping label label is generated.
    • Once the label is generated, the supplier will be notified of the return date

⚠️ Collection of the faulty goods is mandatory for us in order to issue a refund. 

3. Collection process
  • Make sure your goods are ready to return on the scheduled pickup date
  • If pickup doesn’t happen the scheduled date, we will arrange another date

⚠️ If after two attempts we are unable to arrange a collection of the faulty goods, no refund will be issued in this case