Returns and cancellations

For most products, you have 28 days to notify the seller if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered.

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

  1. Contact the seller to let them know that you wish to cancel your order, or return or exchange a product by either:
    • a. outlining this to the seller directly by signing in to your account and clicking ‘my orders’ within this menu, picking the order you want to return and then clicking on ‘contact the seller’ where you can upload this information; OR
    • b. email info@downyourhighstreet.com with your request and any additional information it may require.
  2. If already received, package the item up and send it back to the seller within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
  3. The retailer will refund your payment as and when the product is returned and you can check with our head office the status of the refund as we can also discuss with the retailer the position of funds.

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the retailer 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 seller).

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 at info@downyourhighhstreet.com or call 0203 371 8857 to speak to our customer service team.

Gift vouchers are refundable within seven business days of purchase

what you can’t send back

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

  • Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can't be resold due to a bespoke element
  • 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 cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.