Our returns policy
We hope you will be completely delighted with your order. However if for any reason you are not, we are happy to offer a refund, exchange or replacement as long as you return it to us within 28 working days, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
Return to store - the fastest way
You can exchange or refund your online order and mail order at any of our Space NK stores. Once your refund has been processed it can take your card provider 3 to 5 working days to credit your account.
To return to store simply take a print-out of your order confirmation or the Invoice received with your online order and the products you wish to return or exchange and tell the sales assistant you bought it online.
Please make sure you also take the payment card you originally used to purchase the products. If you do not have the original payment card with you, the sales assistant will offer you an exchange or a refund onto a SpaceNK gift card.
Return products by Royal Mail Recorded Delivery - Up to 14 working days
Items returned by post can take up to 14 working days to process. For refunds we will reimburse you using your original payment method.
You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund.
Please always include a convenient telephone number and your emails address in case we need to contact you regarding your return. If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund.
Please ensure your parcel is sent by Royal Mail Recorded Delivery. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
Make sure your items are securely wrapped and send your return to:Returns Department
Units 5 & 10 Telford Way
London W3 7XS
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processes a refund payment for it to appear on your credit card statement.
If, after sending your parcel back you have not been contacted by us, please kindly contact us on T. +44 (0) 208 740 2085 Monday to Friday: 8am - 6.30pm & Saturday 9am - 5.30pm or email email@example.com, in order for us to further investigate.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for recorded delivery postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
Can I return an item bought in store by post?
You can return your items bought in store by Royal Mail Recorded Delivery just make sure you enclose your original receipt and your name, address, a convenient telephone number and email address in case we need to contact you.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift card provided you have a gift receipt as your proof of purchase. Refunds can only be made to the original credit or debit card on which the gift was purchased.
Can I cancel an online or mail order?
Under the distance selling regulations you have the legal right to cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to firstname.lastname@example.org and return the items to us in their original, unopened and unused condition. We cannot refund the cost of delivery after dispatch. Where items are delivered to a third party you can also exercise this right, as long as you are able to return them to us in their original, unopened and unused condition. Please click here to see the full cancellation right section in our terms and conditions.