Shipping & Delivery Rates

The current delivery charges within the UK for all orders are Weight Based Shipping, which will be calculated upon checkout. Up to 0.20 kgs is £1.50, with Royal Mail 2nd Class. From 0.21 kgs up to 2 kgs are £4 with Royal Mail Tracked 48, 2-3 working days delivery. For orders weighing between 2-10 kgs, the delivery charge is £8.5 with DHL next working day delivery. A tracking number will be provided. We offer Free Shipping within the UK on all orders over £100.

Orders dispatch

Dispatch of all orders is usually on the same working day as long as the order is placed before 2:00 pm. When orders are placed after 2:00 pm, they will be dispatched on the next working day. Orders placed on weekends or bank holidays are dispatched the following working day.

Refunds & Returns 

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, such as health and personal care items, once opened, no return or refund request would be accepted.

Additional non-returnable items:

  • Face masks
  • Disinfectant wipes
  • Disposable gloves

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to Ground Floor, 12 Colas Mews, London, UK, NW6 4LH.

Shipping returns

To return your product, you should mail your product to Ground Floor, 12 Colas Mews, London, UK, NW6 4LH. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.

It is the customer’s responsibility to ensure that they have read through the full returns policy before committing to purchase. By purchasing the product, the customer is confirming that they have read and agreed to the returns policy applicable to that product.