Returns

REFUNDS & EXCHANGES

We want you to be delighted every time you shop with us, but if for some reason your item is not suitable, you’re welcome to return your purchase.

Refunds: Returns received into our warehouse within 14 days of your delivery date will be eligible for a refund.

Exchanges or gift cards: Returns received into our warehouse within 28 days of delivery will be eligible for an exchange or gift card. 

EXTENDED RETURNS & EXCHANGES – 1st December to 23rd December

From the 1st December to the 23rd December we offer an extended returns period, anything purchased online between the 1st December and 23rd December should be received into the warehouse by 14th January to receive a refund or by the 28th January for an exchange or gift voucher.

We apply our returns policy consistently to ensure fairness to all customers and are unable to make exceptions.

Return Address:
Salthouse England
262A Scottow Enterprise Park
Lamas Road, Badersfield
Norfolk, NR10 5FB

We process refunds as quickly as possible. Once your return has been received, you’ll receive an email confirmation within 48–72 hours. Refunds are issued to your original payment method (minus shipping charges and Luxury Gift Wrap (if selected)) and may take up to 10 business days to appear.

Customers are responsible for arranging their own return postage. We recommend using a tracked service in case proof of postage is required and including all original paperwork.  If you no longer have the original paperwork, please include a note inside the parcel with your full name, order number, the item(s) being returned and whether you are requesting a refund or an exchange. If requesting an exchange, please clearly specify the product name, size and colour required.

Please ensure all items you wish to return are included in the package and that it is carefully sealed before sending. We cannot accept responsibility for missing items; if anything is lost in transit, you’ll need to raise the issue directly with the courier.

To be eligible for a refund or exchange, your item must be unused, in its original condition and packaging including all tags. Once tags have been removed or altered, the item can no longer be considered to be in its original, unused condition. If an item is returned in a condition that requires restoration (e.g. steaming, cleaning, or repackaging), a £5.00 restocking fee will be deducted. Items that cannot be restored to a saleable state, including those returned with removed or altered tags will be returned to you and not refunded.

Please inspect your items carefully before removing or disposing of any packaging, as we may be unable to issue a refund otherwise.

Proof of purchase is required to process a return. Please enclose your original delivery note or packing slip, which includes the returns form.

We cannot be held responsible for any credit card interest accrued during the refund process.

This does not affect your statutory rights.