If your item is damaged or develops a fault and you bought it through an Ambassador webshop, you can return it to us if it was purchased within:
- Toys - 12 months
- Lingerie, nightwear, and fancy dress - 3 months
- Gift sets, novelty items and accessories - 3 months
For a faulty toy, have you checked out our troubleshooting guide?
How do I return my damaged or faulty item to you?
What happens when my item reaches you?
Can I take my faulty or damaged item into a store?
What if I've no longer got my receipt/order confirmation?
For a faulty toy, have you checked out our troubleshooting guide?
We've got a handy troubleshooting guide for your toy. We recommend you check it out before returning your faulty toy to us, just in case this helps fix your problem.
How do I return my damaged or faulty item to you?
- Just package up your your damaged or faulty item and send it back to us, for free, via our standard return methods. You can find more information about these here.
- Make sure to fill out the returns form on the back of your original invoice, clearly stating the reason for your return. If you don’t have your original invoice, you can get a new returns form here.
- Make a note of the tracking number in your returns confirmation, incase we need locate your return at any point.
What happens when my item reaches you?
Once your parcel reaches us, our Returns team will test and inspect your item, and if it's found to be damaged or faulty and still within warranty, we’ll give you an exchange or refund, so remember to tell us which you’d prefer. Make sure you also keep a copy of the proof of postage for your records.
Can I take my faulty or damaged item into a store?
If you visit one of our stores, with a proof of purchase, our store colleagues will happily exchange the product if it's faulty or damaged. In order for our colleagues to do this, you'll need to bring along your original order confirmation or invoice.
Please note, Stores are unable to refund orders purchased through an Ambassador’s Webshop, or orders paid for via Clearpay, Klarna or PayPal. If you’d prefer a refund, you’ll need to send your items back to our warehouse.
What if I've no longer got my receipt/order confirmation?
If you no longer have your receipt or proof of , we can only offer a replacement item to the current value of the product.
| Please note: If your Ambassador placed your order on your behalf, you'll need to contact your Ambassador directly for them to arrange your return/refund. |