EU Right of Withdrawal
EU Right of Withdrawal
This section applies to customers based in the European Union.
Under EU consumer law (Directive 2011/83/EU), EU-based customers have the right to withdraw from any eligible order within 14 days of delivery, for any reason — no explanation needed.
How to submit a withdrawal request
Visit our dedicated Withdrawal Portal to cancel your order:
You'll need your order number and the email address used at checkout. You can withdraw from all or part of your order.
What happens next
Once your withdrawal is submitted, you'll receive a confirmation email with return instructions. Items must be sent back within 14 days of your withdrawal being confirmed.
Refunds are issued within 14 days of us receiving your returned items, back to your original payment method. We'll also refund the standard outbound delivery charge you paid, if any.
Return shipping costs are the responsibility of the customer, as set out at the time of purchase.
What's not covered
The right of withdrawal does not apply to:
- Personalised or made-to-order items — e.g. monogrammed or custom-made products (keep this line only if you actually offer personalisation)
- Sealed hygiene goods that have been opened — e.g. underwear, swimwear or any item where a hygiene seal has been removed
If you're unsure whether your item is eligible, contact us before submitting a request.