Cancelling an order

When you buy online the law gives you rights in addition to the rights you enjoy when you purchase an item from a shop. Specifically, consumers in the European Union have the right to withdraw from the purchase of an item during a ‘cooling-off’ period which starts when the purchase is concluded and ends seven working days after the date the item is delivered.

Please note that the ‘cooling off’ period does not apply to orders for items which are specially ordered for you (identified by the words ‘SPECIAL ORDER ITEM’ on the web page that describes them), items which are made to your specification, or orders placed by a business (as opposed to a consumer).

For the avoidance of doubt, we consider a purchase to be concluded when all items on your order have been delivered to you. Unless you have notified us to the contrary (or there is documentary evidence of an actual delivery date) we assume that items are delivered no later than the third working day after we dispatch them.

If you want to cancel all, or part of, an order during the ‘cooling-off’ period then you must advise us by email or post. Please quote your order reference (available from the email we sent you confirming receipt of your order) or your name, address and details of your order, in your correspondence. You do not have to give a reason for cancelling the order but a brief explanation would help us to improve the service we offer to customers in the future. We regret that we cannot accept notice of cancellation by telephone.

It may be the case that we have already despatched all or part of your order (or instructed one of our suppliers to despatch all or part of your order to you direct) when we receive your notice of cancellation. If that is the case then we will send you instructions about how to return any items you receive.

If you cancel one or more items from an order during the ‘cooling off’ period and we have not already dispatched any of the items concerned (or instructed one of our suppliers to despatch any of the items concerned) we will issue a refund in accordance with our refund policy.