To find out how to return your order, visit our Returns and Refunds page for a step-by-step guide through the process.

Absolutely, you can. We sincerely apologise if your item is faulty. As an authorised supplier, all our products come with the retailer’s warranty, and we strive to make the process as smooth and hassle-free as possible.

Please reach out to our customer service team if you have received a defective item.

Yes, any customised item can be returned provided it is unused and includes all original packaging. Please note that the cost of any string upgrade will be deducted from your refund.

If you’re concerned that we haven’t received your return, please contact us. Typically, we process returns on the day they arrive. Once your return has been completed, you’ll receive a confirmation email from us. Please note that the refund may take 2-3 working days to appear in your bank account, as processing times vary between banks.

If you don’t receive the confirmation email, we recommend checking with the courier to ensure the return was successfully delivered. It’s essential to keep your postal receipt or confirmation, as this serves as proof of shipment, includes tracking information, and is required for any warranty claims.

We’re happy to exchange products provided they are unused and returned in their original manufacturer’s packaging.

If you’re sending items back for an exchange, please clearly include the name, product code, and/or size of the replacement item you would like.

Items that are not in the original manufacturer’s packaging, have been used, or are returned after the 14-day return period will not be eligible for a refund.