Refunds & Returns

Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

If you are not happy with what you bought, we would rather sort it out than leave it. Email theteam@customersupport.care with your order number and we will answer, usually within 24 hours.

Cancelling before your order ships

You can cancel an order at any point before it ships, and there is no charge for cancelling. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us within 12 hours and we will have the best chance of catching it. Once an order has shipped, the options below apply.

Your 14 day right to cancel under Irish law

Because you are buying online, Irish and EU law give you 14 days from the day your order is delivered to cancel it without giving any reason. This comes from the Consumer Rights Act 2022, which gives effect to the EU Consumer Rights Directive. To use it, email us within those 14 days saying you want to cancel; you do not need to use any particular form.

You then have 14 days to send the goods back. We refund what you paid, including the standard delivery charge, within 14 days of hearing from you, and we can wait until the goods are back with us (or you show us proof you have sent them) before paying. You pay the cost of sending the goods back. Please look after the items while they are with you: if something comes back used beyond what you would need to look at it in a shop, we may reduce the refund to reflect that.

Our own 15 day returns policy

On top of that right, our own policy accepts change-of-mind returns within 15 days of purchase for an exchange or a refund. The two run side by side and you can use whichever gives you longer. Because the legal right is counted from delivery and ours from purchase, the legal right is usually the longer one. To be eligible under our policy:

• the product was purchased from this website within the last 15 days
• it is in its original packaging
• you have the receipt, order confirmation or other proof of purchase from this site

Whether you found a better price, changed your mind, it does not suit, you no longer need it or you ordered the wrong item, you pay the cost of shipping it back using a tracked service, and we refund the price of the goods once it reaches us. We charge nothing else for a return. Please send us the tracking details when you post it.

We cannot accept returns of items bought from a third-party retailer.

If you are unsure which size or which set suits you, email us first. It is a short conversation and it is a great deal cheaper than posting something back.

Damaged, faulty, incorrect, or never arrived

These are different, and you pay nothing.

If your item arrives damaged or with parts missing, turns out to be faulty, is not what you ordered, or never arrives at all, tell us as soon as you notice. We cover the return postage and put it right: a repair, a replacement or a refund. A photograph of the item and the packaging helps us take it up with the courier, but it is not a condition of your rights.

How a refund is paid

We aim to process a refund within 24 to 48 hours of your returned item reaching us, and never later than the law allows. The money goes back to the card or PayPal account you paid with. If you would rather hold it as credit against a future order, say so and we will do that instead. Payment providers usually take a few further working days to show the money on your statement.

Nothing here is made to order

Every product we sell is a stock item. The towels, the bath sheets, the robes, the hair turbans and the towel warmer are all supplied as manufactured. Nothing is cut, built or configured to your measurements, so no part of our range is excluded from the rights on this page.

Your other rights

Goods you buy from us must be of merchantable quality, fit for their purpose and as described. If something is not, you are entitled to a remedy under the Consumer Rights Act 2022, and those rights last well beyond the windows above. Nothing on this page limits them. If you are not satisfied with how we handle something, you can also get independent information from the Competition and Consumer Protection Commission at ccpc.ie.

Questions

Email theteam@customersupport.care and we will help.