Policies
Refund policy
What a refund means on a cash-on-delivery order, which is not quite what it means elsewhere.
Nothing is taken up front
Orders are paid on delivery. Until the courier is paid, there is nothing to refund — cancelling before then is simply not paying, rather than getting money back.
That removes the most common refund situation in online retail entirely: there is no pre-authorisation sitting on a card while a return is assessed.
After you have paid
A refund on an order you have already paid for is arranged with you directly, as part of the return request. It is handled by a person rather than issued automatically, and we do not publish a processing time we cannot commit to.