Returns and Refunds

We hope you love your purchase but if you’ve changed your mind, no problem. You have up to fourteen (14) days after the day on which you receive your order to let us know you’d like to return your order, once we have received notification of your intention to return your order, you must return your item(s) within fourteen (14) days. If the item is new and unused, with all the labels and tags intact, and in its original packaging, you’ll get a full, no quibble refund.

Please note, this page is for interpretation purposes only, nothing within this page shall substitute our Terms and Conditions. If you require any further clarificationon on our returns process and policy, please refer to our Terms and Conditions.

How to Return

We have three simple options for you to choose how to return your item(s). These are as follows:

1. Arranged Courier Collection (United Kingdom)

If you would like to organise a return using our courier collection service, simply follow the instructions on our returns form and in just a few steps, we'll have it sorted. Easy!

Unless the item is damaged, faulty or there was an error on our part, the costs of returning the item(s) are non refundable, and all costs will be outlined before you submit the refund request.

Please note, we use UPS to offer this service and this service is only available to customers within the United Kingdom. We apologise for any inconvenience this may cause.

2. By Post - Returns Label (Channel Islands, Isle of Man and the United Kingdom)

Online orders can be returned at any Post Office. Simply follow the instructions on our returns form to request a returns label, attach the returns label to the front of your parcel, and take it to the Post Office.

Unless the item is damaged, faulty or there was an error on our part, the costs of returning the item(s) are non refundable, and all costs will be outlined before you submit the refund request. We cannot accept responsibility for items in transit or returned items that do not arrive. We recommend that you obtain proof of posting from the Post Office, or you upgrade to a signed for service at the Post Office.

3. By Post

If you would like to organise a return, simply follow the instructions on our returns form.

Unless the item is damaged, faulty or there was an error on our part, the costs of returning the item(s) are non refundable. We cannot accept responsibility for items in transit or returned items that do not arrive. We recommend that you obtain proof of posting from the Post Office or your local postal provider, or use a signed for service.

Please note, your parcel must be returned to: Enviroli, Wooblr House, Stapleton Lane, Barwell, Leicestershire, LE9 8HE, United Kingdom.

Christmas Returns

Over Christmas, we extend our returns period to help give you plenty of time to return any gifts that aren't quite right.

If you place an order between 20th November and the 15th December, you have until the 10th January to return it by our courier collection service or by post. For orders placed after the 15th December, the normal Returns Policy applies.

Refunds

We aim to get your money back to you as soon as you've returned your order, and if you return your entire online order from within the European Union, we'll refund the delivery charge too. Unfortunately, we are unable to refund items lost or damaged in transit.

Debit or Credit Card Payments

If you paid by either debit or credit card, your refund will be issued to your original payment card within five days of us receiving the returned item(s). However, this may appear in your account anywhere from 3-10 working days after we have initiated the refund. When the return is processed, we'll send you an email confirming your refund.

PayPal Payments

If you paid by PayPal, your refund will be processed back to the same PayPal account you used within five days of us receiving the returned item(s). However, this may appear in your account immediately after we have initiated the refund, but can take up to 30 days depending on the card company involved and anywhere from 5-10 working days for your refund to appear in your account if you paid by instant bank transfer. However, if you did not use a PayPal account but used PayPal to pay by either debit or credit card, your refund can take up to 30 days depending on the card company involved after we have initiated the refund. When the return is processed, we'll send you an email confirming your refund.

Alipay, Bancontact, EPS, Giropay, iDEAL, Multibanco, P24 or SOFORT Payments

If you paid by either your Alipay, Bancontact, EPS, Giropay, iDEAL, Multibanco, P24 or SOFORT account, your refund will be processed back to the same account you used within five days of us receiving the returned item(s). However, this can take up to 5-10 working days after we have initiated the refund. When the return is processed, we'll send you an email confirming your refund.

Clearpay or Laybuy Payments

If you paid by either Clearpay or Laybuy, you will recieve an email from either Clearpay or Laybuy explaining how your refund will take place within five days of us receiving the returned item(s). When the return is processed, we'll send you an email confirming your refund.

Bank Transfer Payments

If you paid by bank transfer (including, international bank transfer), your refund will be processed back to the same account you used within five days of us receiving the returned item(s). However, this can take up to 21 working days after we have initiated the refund depending on your location. When the return is processed, we'll send you an email confirming your refund.

Cheque Payments

If you paid by Cheque, your refund will be issued by cheque within five days of us receiving the returned item(s). However, this can take up to 28 working days after we have initiated the refund to arrive by post. When the return is processed, we'll send you an email confirming your refund.

Gift Card Payments

If you paid using a gift card, your refund will be made back to the same card within five days of us receiving the returned item(s). When the return is processed, we'll send you an email confirming your refund.

If you paid for your order using a combination of a gift card and another payment method, then any refund for that order will be made back in the same amounts to the same payment methods that you used when originally placing your order within five days of us receiving the returned item(s). This means that if you placed an order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your gift card and a £50 refund to your debit card. When the return is processed, we'll send you an email confirming your refund.

International Tax, Duties, Charges and Delivery Refunds

Unfortunately, for orders delivered outside the European Union, we're unable to refund any taxes, duties, charges or delivery costs you may have paid when placing your order. You will be refunded the tax-free price of the products returned.

Returns Exceptions

In some instances, we are unable to offer refunds or exchanges. These include personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged.

The following list provides a non-exhaustive list of the types of products you cannot return:

  • Products which are bespoke, have been made to measure, altered, or personalised to your specification;
  • Newspapers, periodicals or magazines (with the exception of a subscription contract for such publications);
  • Event tickets;
  • Gift cards;
  • Hampers, food, beverages and other perishable goods, such as flowers;
  • Unsealed beauty items, including toiletries and cosmetics which have been opened, tested or partially used; and
  • Fragrance when delivered outside the United Kingdom, which cannot be returned due to restrictions on delivering hazardous products.

Promotions

Where promotions, such as a promotional code, has been used, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid.

If the order contained a free promotional gift, the gift must be included with the return of any related item(s).

Please note, where discounts or promotions have been applied, the normal Returns Policy applies to return the item(s).

For more information on our returns process and policy, please refer to our Terms and Conditions.