Free Gift Policies
What gift do you offer for free?
We offer a variety of free gifts for every order over £400 placed if you choose to. Please visit our free gifts collection here. By ordering it, the free gift will be subjected to the same delivery, cancellation or return policies as a paid item.
How can you get a free gift?
You can easily choose to get a free gift by:
- Place your initial order.
- You will then receive an order confirmation email, containing your discount code for your free gift and the link to our gift collection. Don’t forget to look at your spam or promotion folder as our email can sometimes end up there.
- Go to our free gift collection
- Choose the one that you like
- Add them to your basket and use the same email address and discount code at checkout. The price for your gift will become free after applying the discount code.
- Then checkout.
We will double check to see if your email matches the one on our database. The number of free gifts is limited to one per customer.
About shipping your free gift
Once you place your free gift and we have verified that your email matches the one on our database, we will dispatch the item as usual.
What happens if your free gift arrives damaged?
If you see visible signs of damage on the packaging, please take a picture and kindly refuse the delivery. In this case, if you wish to accelerate the replacement process, please send us an email at firstname.lastname@example.org, describing your case with your order number and the pictures. One of our agents will be dedicated to you until we have shipped the replacement to you.
In the event of no sign of damage on the packaging and the delivery has been signed, you will have 24h to notify us if there are any damages. We strongly advise you to unpack the goods as soon as you receive them. In this case, please send us photos of the damaged part. A QA assistant will examine them and we will send a replacement accordingly. Please be aware that the item must be re-packed back to its original packaging before being replaced.
If your product arrives incomplete or missing some parts, we will always opt to send out the missing parts and a technician to fit them.
We will not accept claims for damage if this hasn’t been noted within 24h after the delivery.
What happens if you order a gift that is out of stock?
We update our stock every day at 2:00am and 12pm. In the unfortunate event that you have chosen an ‘In Stock’ gift that turns out to be out of stock before we update our website, one of our agents will reach out to you to signal that the item you choose is out of stock. You will be able to choose another item from our free gift collection and we will dispatch it as usual
What happens to the free gift if you decide to cancel your initial order?
What happens if I cancel my initial order before both the initial order and the free gift are dispatched?
If you cancel your order but the item hasn’t been dispatched, then there will be no charge.
What happens if I cancel my order after both or either the initial order and the free gift are dispatched?
If you want to cancel your order after both the initial order and the free gift are dispatched or in transit, you will be asked to wait for the items to be returned to us either by you or our carrier. In this case, we will deduct the cost of the initial delivery from the refund. We estimated in 2020/21 that the average shipping cost for small and/or lightweight items was between £10+ VAT to £45+ VAT, and for large and/or items between £45+ VAT to £100+ VAT. If one of them has not been dispatched, we will cancel it at no extra cost.
What happens to the free gift if you decide to return your initial order?
Once the return application for your initial order is in progress, we will ask to return the item to us. The cost for the return for the free gift will be at your charge. Please be aware that the free gift and your initial order might have to be sent to different addresses to be sent to (i.e. different warehouses). The return application will be completed once we received both the initial order and the free gift. Both initial order and the free gift can be returned to us within a 14-day period, separately.
Both the initial order and the free gift are subject to the same Returns & Refund Policies.
In the event that you have purchased multiple items but want to return only one of them, we will not ask for returning the free gift.