We offer a 90-day return policy, which means you have 90 days after purchasing your item to request a return but no later than 30 days after receipt of your item. Original shipping charges are non-refundable. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, in the original undamaged packaging, unworn, unused, with original tags, ties, no signs of perfume and/or body odour or any marks. You’ll also need the receipt or proof of purchase. If items are returned in a condition different from when you received them, a partial refund may be offered instead of a full refund.
We offer free UK returns and provide free UK returns labels. You may find that return label arrives in a seperate email. You must use the returns label provided by us as it is the only way we can track your package's safe and guaranteed return to us. We are not responsible for any issues that arise with the returns package, processing, delays or refunds if you used your own label. Returns sent back with your own labels are exempt from being tracked by our system and we are unable to identify those which causes unadentified returns and/or loss of package. If you decide to use your own returns label where we already issued you one, we will deduct £9.99 from the order amount to cover the cost of the label that was provided but not used by you.
If your return request is accepted, we’ll send you an email with further instructions. Please return the item using your own returns label. And email us with your tracking number within the first 24 hours after you have posted your item.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
We do not accept returns on sale items, refurbished items or gift cards. We can, where possible, consider an exchange with the postage fee payable by the buyer.
Exchanges - both UK an International clients
The fastest way to ensure you get what you want is to make a separate purchase for the new item. And return the unwanted item instead.
Cancellations - both UK an International clients
For withdrawal of all orders except items Made to Order, you must forward your order confirmation to: email@example.com, using the subject line: "Withdrawal of [INSERT YOUR ORDER NUMBER]", prior to order fulfillment. Once your order has been fulfilled, withdrawal is no longer possible. For withdrawal of Made To Order items, you must forward your order confirmation to: firstname.lastname@example.org, using the subject line: "Withdrawal of [INSERT YOUR ORDER NUMBER]", within the first 24 hours after order placement.
Initiating a return request does not serve as an act of withdrawal of an order. If your order's already fulfilled or in transit, you won't be able to withdraw or cancel it before it reaches you. You'll have to wait for your items to be delivered before returning them and getting your money back. Once you receive your item, follow the returns procedure outlined in our Returns Portal. Transport, undeliverable surcharges or customs costs resulting from withdrawal from the contract related to the return of goods by the customer are bearable by the customer.
European Union 14 day cooling off period
In all EU countries, no matter where your vendor is located, you generally have a minimum of 14 days to return your purchase cancel your order up to 14 days. Due to European directive 2011/83, a consumer has at least 14 days to exercise the right of withdrawal after online or at-distance purchases. This pertains to purchases done:
- Through the internet,
- by mail,
- with a door-to-door salesperson,
- through teleshopping,
- outside of vendor’s establishment (door-to-door, organized events, the workplace, community centres, etc.),
- in shop, following an invitation from the retailer to visit you.
Note that there are also exceptions to this: Travel, event tickets, digital content or custom-made products are excluded from the right of withdrawal. In addition, there are some instances where a buyer’s right to withdraw expires: A buyer can no longer withdraw from a transaction if they concluded a contract for a service that has already started or been provided in full ahead of its deadline. In addition to the above, the right of withdrawal does not apply to custom-made items (examples: customised pieces or those made to order). Good to know: Refusal of delivery or the return of a good without a declaration of withdrawal does not suffice to express your wish to withdraw. If the vendor did not have your prior consent to carry out the contract during the withdrawal period as well as proof that you are forfeiting your right of withdrawal, no amount will be due.
Once your order has been fulfilled, cancellation is no longer possible. Please wait to receive your item and follow the returns procedure outlined in our Returns Portal.
Refunds - both UK an International clients
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days if you returned you item within 30 days of receipt. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.