Returns information

You have the right to cancel a Product Contract within 14 days without giving any reason. This right to cancel does not apply in the case of personalised products ordered by you.

The cancellation period in respect of products ordered by you will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated to us by you acquires, physical possession of the products.

To exercise the right to cancel, you must inform us of your decision to cancel the relevant Product Contract by a clear statement (e.g. by letter sent by post or email). You can do this by writing to us at Clos19, 12-18 Grosvenor Gardens, London SW1W 0DH, or by telephone on 0207 887 2755 or via email at contact@clos19.com. Please include details of your order to help us identify it. You may use the model cancellation form (but it is not obligatory for you to do so).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you wish to cancel a Product Contract and you have already received the products from us, you will need to contact our Customer Care Advisors on 0207 887 2755. We will arrange for the products you wish to return to be collected from you on a date agreed between you and our Customer Care Advisors, unless we agree otherwise. The collection date must be within 14 days from the day on which you notify us of the cancellation of the Product Contract. Please ensure that you pack the products so that they reach us in a good condition bearing in mind that many of our products are fragile.

The right to cancel a contract does not apply to bookings for Experiences. Please refer to the Experience Terms & Conditions for more details.