Refund and Returns Policy

What is our returns policy?

For most products, you have 28 days to notify us if you want to rescind or exchange the order and another 14 days to send them back. The return period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancellable goods (there’s a guide below to help you see what’s cancellable and what isn’t). 

What you can’t send back

Unfortunately, some items are non-cancellable and non-refundable:

• Anything that’s made to your specific requirements (i.e. is personalised or can’t be resold by the Seller as made to the customer’s specifications)
• Perishable products (like food or flowers)
• Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
• Personal items sold with a hygiene seal (like earrings, cosmetics or underwear) where the seal is broken, and material face masks

To avoid disappointment, please check with our experts, whether an item is cancellable or non-cancellable before ordering.

How to cancel your order, or return or exchange a cancellable product

1. Contact our offices directly to let them know that you wish to cancel your order or return or exchange a product.

a. Outlining your request to the company, include your account, and your order details.

Returning your order to the Seller

Once you have contacted the Sales team and have confirmation for your return, please follow the below steps to return your order.

1. If already received, package the item up and send it back to the assigned store within 14 days of letting the team know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service and please retain your proof of postage). Please note that you will have to bear the direct cost and responsibility of returning the product.
2. The seller should process the refund directly to your payment card, in no more than:

a. 14 days after the day the product is received at the warehouse: or

b. if earlier, 14 days after the date you provide evidence that you have returned the product to the Partner: or

c. if there were no goods supplied, 14 days after the day on which you informed the Sales team (via Step 1 above) about your decision to cancel your order.

Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the support team and agreed that doing so won’t affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the BBZ warehouse).

Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.

All Sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us by