We hope that you are over the moon with your order but we understand that there may be an occasion where you need to return all or part of your order. You can return most items to us within 28 days of purchase or receiving your order, whichever is later.
When making a return please be aware of the following;
Items must be returned in a fully resalable condition, which means being unused and in the original packaging. We reserve the right to refuse a return on items deemed not to be resealable.
We have detailed our return policy below:
All transactions, exclusions apply (see below)*
Extended Returns Policy for Christmas 2023
We have extended our returns policy for the Christmas period and will happily refund most items (excluding exempt items as detailed below), provided they are still in their original condition. Items bought online or in-store between 1st November 2023 and 24th December 2023, with proof of purchase, can be returned until 14th January 2024.
Returns to our website:
You can return items purchased online to our website up to 28 days after purchase or receiving your order using our returns portal. Please also include your completed return form (this will have been included in your original order).
Sale items must be returned within 14 days. Unfortunately we are unable to accept returns that fall outside of these conditions, unless the circumstance is exceptional in which case a credit note will be offered.
Several types of goods are exempt from being returned:
- Earrings- non-refundable for hygiene reasons, unless they are faulty
- Skincare & bodycare items - if the product has been used or the seal has been broken they are non-refundable
- Gift vouchers
- Furniture - unless faulty
We use Royal Mail to handle our returns and charge a flat return fee of £4.00, this amount will be deducted from your order refund amount when processing your refund.
- Our Royal Mail returns service is only available to UK customers, for parcels weighing under 20kg.
- Please follow to the link to our return portal and complete the information required on the online return form.
There are multiple ways for you to drop off your item to your nearest Royal Mail delivery office:
- Labels to Go (No printer required)
- You'll be sent you an email with your QR code. Take your QR code and parcel to a Royal Mail delivery office or Post Office, where they will print the return label for you.
- Print at home
- Print your label, attach to your parcel and take to a Delivery Office, Parcel Postbox or Post Office.
Please ensure your name and order number are included on the return form or we may not be able to process your return for you.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 28 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed (minus the £3.00 refund fee), and a credit will automatically be applied to your credit card or original method of payment.
Please allow up 10 working days for your refund to be processed.
Klarna & Clearpay Refunds: Please note that there may be delay beyond our own refund time period if your order was originally placed via Klarna or Clearpay, this is due to the administration process of handling your return.
Late or missing refunds (if applicable)
If you haven’t received your refund after 10 working days of receiving a refund notification, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Sale items must be returned within 14 days to be eligible for a refund.
Exchanges (if applicable)
Should you wish to exchange an item, please contact us first at firstname.lastname@example.org so that we can check that the item you require is in stock. Please note that we can only exchange an item for the same style in a different size or colour, and we are only able to do so for UK orders.
You will need to follow the same process as above to return your item, once received, we will send your exchange item/s (with no additional delivery charge) using Royal Mail 2nd class service.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we are obliged to send the refund to the gift giver.
Returns to our store:
Items that are purchased via our website or from our store can be returned to store, within 28 days of purchase, or 14 days for sale items. A valid and original store receipt or online invoice will need to be presented in order for the return to be processed.
Your refund will be processed and applied to the original payment method.
Last updated August 11, 2022