Can I Return an Item That Is Not as Described?

If the item you received is not as described, you can contact us to request support. This guide explains what “not as described” may mean, what to check first, and how to submit your return or exchange request.

What does “not as described” mean?

An item may be considered not as described if it does not match the product information, specifications or details shown when you placed your order.

This could include differences in the product itself, key features, or other important details that formed part of your purchase decision. If something does not match what you reasonably expected from the order information, it is best to let us know as soon as possible.

What should I do first?

Start by comparing the item you received with your order confirmation and the product details from when you placed the order.

It can help to check:

• the product name

• the size

• the colour

• the specification

• any key features or details you expected to receive

This will help you explain the issue more clearly when you submit your request.

What information should I include?

To help us review your request as quickly as possible, include:

• your full name

• your order number

• the item you received

• a clear explanation of how it differs from what you ordered

• any relevant photos showing the issue

Providing as much detail as possible will help us assess your request and guide you on the next steps. This is especially helpful where the issue relates to the item description rather than visible damage.

Can I request a return or exchange?

Yes, if your item is not as described, you can use our Return and Exchange Form to submit your request.

Our terms and returns information treat items that are faulty or not as described differently from standard change-of-mind returns, so it is important to explain the issue clearly when you contact us.

How do I request help?

If your item is not as described, please use our Return and Exchange Form.

This is the best way to make sure your request reaches the right team and can be reviewed as quickly as possible.

Looking for a different type of return or exchange help?

Need help with an item that is not as described?

Use our Return and Exchange Form if the item you received does not match the order information and you need support from our team.