If you would like to return an order that has been delivered outside the UK within the last 14 days, please follow these instructions.
1 – For returns authorisation please click this link to access the returns portal https://web.global-e.com/returns/portal/mZj5
2 – Enter your order ID (GE*********GB) and the email address with which you placed the order.
3 – From the list of goods purchased, select the item(s) you want to return and select a reason for return from the dropdown.
4 – Select a ‘Return Method’. There are 2 options at this stage, ‘Standard Return’ and ‘Express Pre-Paid Return’.
We would strongly recommend that you use the Express option; this is a pre-paid service with DHL. Via our International partners, Global-e, we can offer discounted rates; the cost of which is deducted from your refund, rather than any funds being paid over the counter. Once you’ve selected the appropriate service, click ‘Continue’.
5 – Your RMA number is now generated and will be displayed on screen. You now need to print your label. At this stage you will also receive instructions on how to pack and label your return parcel correctly.
Note – If you choose to select ‘Standard Return’ and source your own courier, then please mark the ‘purpose of shipment’ as Returned Goods and the ‘description of goods’ as Returned Goods Relief Claimed.
As a return of goods to the UK there are no duties and taxes applicable, so please DO NOT tick the ‘charge to the consignee’ box, as this will result in a delay of the shipment and will most likely result in a handling charge to us by the courier, which will be deducted from your refund.
Once we receive and inspect your returned item(s) we will refund the total value of the returned goods, excluding the cost of any taxes & duties to the account used to pay for the goods initially. In compliance with current European legislation, you are allowed 14 days from the receipt of goods to notify us of a return/cancellation and a following 7 days for those goods to reach us; however we will accept proof of postage in the event of any delay caused by your chosen courier, which results in a breach of this timeframe. Any returns outside of this period, (21 days from the receipt of goods) will result in the issuing of a credit note to the value of the returned goods.
Note that for international orders, we will only refund return shipping costs in the instance of incorrect, damaged or faulty items. For all other returns, you will be responsible for the cost of returning items to us.