Returns & Refunds

To help us process a return efficiently, products should generally be returned in an appropriate condition and with any relevant original packaging, accessories or documentation where applicable.

Some products may be excluded from return or may have special conditions because of their nature, hygiene considerations, personalisation, digital delivery, or other legal or business requirements.

Please contact us if you are unsure whether your item is eligible.

Our standard website policy may provide a 30-day return period for eligible products.

The applicable return period begins from the relevant delivery date or other date specified by our policy, subject to your statutory rights. Product-specific or legal rules may provide a different period.

Please check the product and order information and contact us within the applicable period if you need to request a return.

If you have a SHOPSYDE account, you can request a return from My Account → Returns & Refunds for eligible delivered orders. Please provide your order details and the reason for the return where requested.

If you placed an order as a guest, or you need help, contact us through our Contact Us page. We will provide the appropriate next steps and return instructions.

Return shipping arrangements and costs depend on the reason for the return and the applicable return policy.

Where an item is faulty, damaged, incorrect or otherwise covered by applicable consumer rights, SHOPSYDE will handle return arrangements in accordance with the applicable requirements.

For discretionary returns, such as a change of mind where permitted, return-shipping costs may be the customer's responsibility where permitted by law and the applicable policy.

Where a prepaid return label is provided through your account, follow the instructions supplied with that label.

Once a returned item has been received and processed, we will assess the return and determine whether a refund is due.

Eligible refunds are normally made using the original payment method unless another method is required or agreed.

The time required for the funds to appear can depend on the payment provider or bank. We do not consider a refund complete merely because it has been initiated; the payment provider may require additional processing time.

Certain products may not be eligible for return because of their nature or applicable legal requirements.

Examples may include:

• Personalised goods where the personalisation has been made to your specification
• Hygiene-sensitive products where they cannot safely be resold after opening, where applicable
• Products that cannot safely be resold after opening or use
• Other categories identified in the product-specific return information

Where a product has special return conditions, these will be communicated on the relevant product page or before purchase where appropriate.

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible with your order details. Photographs or other evidence can help us investigate, but they are not required to exercise your statutory rights.

We will investigate the issue and provide the appropriate resolution in accordance with our policy and applicable UK consumer law.

Where an exchange is available, the process depends on product availability and the circumstances of the return.

If the requested replacement is unavailable, we may provide another appropriate resolution in accordance with our returns policy and applicable law.

Where an exchange is not available, customers may be asked to return the original item and place a new order.

If you have been notified that a refund has been issued but the funds have not yet appeared, please first check your payment account and allow the normal processing period for your payment provider.

If the refund remains missing after the relevant processing time, contact SHOPSYDE customer support with your order details so we can investigate.

If you have any questions about returns or refunds, please contact SHOPSYDE using the current support details shown on our website.

SHOPSYDE LIMITED
Company number: 16578244
Registered office:
36A Knight Avenue
Canterbury
England
CT2 8PX
United Kingdom

You can use our Contact Us page, or request a return from your account where you have one.

For current support email and telephone details, please use the contact information maintained in Admin → Store Settings, shown below where available.

If you are a consumer and you bought goods online, you usually have a legal right to cancel the contract within 14 days of receiving the goods, in addition to any longer website returns period we advertise for eligible items.

To cancel, contact us with your order details through our Contact Us page or your account. You do not need to give a reason.

Some items may be excluded from the cooling-off right where the law allows, for example personalised goods or sealed hygiene products that have been opened.

This cancellation right does not affect your statutory rights if goods are faulty, not as described, or not fit for purpose.