Returns policy for online shop products

If for any reason you are not entirely happy with your order, whether you have changed your mind or it is not as you expected, we will offer you a refund or exchange within 30 days of purchase. Please contact [email protected] to request a refund or return, alternatively bring the product in person at Firstsite, Lewis Gardens, Colchester, Essex CO1 1JH. If there is a problem with your item (if we’ve made a mistake, or if your order arrives damaged) please let us know immediately by emailing [email protected], and we will arrange a replacement or refund for you as soon as possible. Please note that you will be asked to provide pictures of any damaged items with your email.

Please note that unwanted items must be returned to the Firstsite shop in their original condition.

Refunds do not include the delivery charge or the cost of returning the item. We cannot offer a refund on face coverings, unless they are faulty, as they are exempt for health & safety reasons.

Contact Information:

Online shop orders are placed with Firstsite Enterprises Ltd Firstsite Shop, Lewis Gardens, High Street, Colchester CO1 1JH
VAT No. GB135610144
[email protected]
01206 713700

Terms and Conditions:

• A detailed description of all products is provided in our product information in the online shop.

• A total order value, inclusive of VAT and postage will be calculated at the check-out page.

• Payment is collected in advance for click and collect and online purchases. If you wish to cancel an order please refer to the returns policy.

• An itemised order confirmation will be provided by email.

• Goods will be sent by Royal Mail*.

*Please note that during the Covid 19 pandemic order fulfilment and delivery times may be subject to change at short notice.