What is your refund policy?

We pride ourselves on offering high quality products and first class customer service. When you receive your order, we want you to be 100% satisfied and nothing less! If for any reason you are not completely satisfied with your purchase, please email our customer care team within 7 working days from receipt of the goods, so we can authorise your return. You will be issued with a RAN (Returns Authorisation Number). Items sent back to us that are not authorised or are outside our terms and conditions will not be accepted. Please read our terms & conditions for full details. 

What is your exchange policy?

If for any reason you wish to return your items for an exchange, please email our customer care team  within 7 working days from receipt of the goods, so we can authorise your return for an exchange. You will be issued with a RAN (Returns Authorisation Number). Items sent back to us that are not authorised or are outside our terms and conditions will not be accepted. Please read our terms & conditions for full details. 

What if my items are damaged?

Our warehouse staff are very experienced in packing to eliminate any damages whilst in transit. On receipt of your order, please inspect all items carefully and any damages must be reported to Direct2You by email within 3 business days from receipt of goods. We may ask you to photograph the damaged items and then email the photo to us so we can show this to our courier for proof to make a claim.

What if some items are missing?

All orders are packed and checked by 2 (two) members of our packing staff and then signed off once completed. Therefore, we very rarely make errors with orders that are despatched to our customers as we know it would be disappointing to receive an incorrect order. If for any reason, you do have a discrepancy with your order, please contact a member of our customer care team via email within 3 business days from receipt of goods so we can investigate.

When will my refund be issued?

Once we are in receipt of the goods that you have returned to us and they have been inspected and signed off by our warehouse manager, your refund will be processed by our accounts team within 7 working days.

When will my exchange be processed?

Once you have returned your items to us to be exchanged, this process will usually take 3 working days from receipt of goods. Therefore, once we receive the items back to our warehouse and they have been signed off by our warehouse manager, we will aim to despatch your new items within 3 working days.

Will I be charged a re-stocking fee?

No! We do not charge a re-stocking fee for items that are returned for an exchange.