Returns Policy

Refunds/exchanges for unwanted/unsuitable goods

Directions Official Online Store must be notified via email at [email protected] within 7 calendar days of receiving goods – please provide the following information in your email: order number, name, address, reason for return and any further information you feel necessary.

You will be notified by return email of refund/exchange instructions, and any refund/exchange will be issued within 30 working days of Directions Official Online Store receiving the returned item(s).

Unwanted/unsuitable goods will be refunded/exchanged, provided the product is unopened and/or unused in any manner.

We are unable to refund postage and packaging charges for unwanted/unsuitable items. This also applies to items returned to Directions' Official Online Store by Royal Mail or international postal carriers. Please know, this also applies if the goods are returned to us from customs.

Refunds/exchanges for damaged/faulty goods*

Please notify Directions Official Online Store of any damaged/faulty goods via email at [email protected] within 7 calendar days of receiving goods, and please provide the following information in your email: order number, name, address, reason for return and any further information you feel necessary. 

*This also includes any orders with missing goods.

You will be refunded for the cost of goods or goods exchanged following a full examination upon receipt of the original returned goods within 30 working days.

Please note: Directions' Official Online Store does not take responsibility for items lost or damaged in transit. We recommend using a recorded or insured method of postage.

For any orders received back at our returns department due to failed delivery at no fault of the courier or Directions Official Online Store, only a refund for the cost of goods is eligible, minus the original postage cost.

Any refunds will be credited to the account from which the items were purchased.

Due to the nature of some of the products sold via our websites, please ensure that you read our How to Use, Dos and Don’ts, and Warnings before you make any purchases, as Directions' Official Online Store accept no liability.