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Our returns policy is in place so that we can give the best customer service possible whether it be a return, refund or replacement and to protect ourselves from fraudulent claims. For those who are genuine please do not take it personally if we ask several questions it's just a way for us to distinguish between a real or a false claim.
To query a missing item you must send pictures of the front of your envelope within 24 hours of receiving your parcel. The front of your envelope will have been highlighted for the items that have been fulfilled and circled for the ones that have been refunded. If your envelope has been highlighted for the items you are claiming is missing then we will not be held responsible for the missing item.
If a parcel is tracked and states that it has been delivered or signed for, please check the signature of the recipient or and then check with your neighbours. If your parcel is down assigned or delivered we will not replace the parcel in question unless there are exceptional circumstances.
If our courier has made 3 attempts to deliver your parcel and the parcel is returned to us, you are responsible to cover the postage for us to re-deliver your parcel.
If you have mistakenly ordered an item we will be able to refund you if the item has not yet been dispatched. If it has, you will have to cover the postage to return the item and then we will refund you.
Pouches can not be returned unless there is damage to the product or severe defects with your order. We understand this may be frustrating but this is so tampering of the products is not harming for future orders.
Please be patient and polite to our customer service team. We are always willing to help and want to give you the best customer service possible so keep that in mind as our main aim is to leave you being satisfied with not only our products but also our service.
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