CANCELLING OR RETURNING AN ORDER YOU NO LONGER REQUIRE WITHIN 14 DAYS OF RECEIPT:
If you wish to cancel or return an order because you no longer want the item – you must notify us within 14 calendar days of receiving your parcel to be eligible for a full refund.
To arrange your return – please notify us of your decision to return your order/item via our contact us page (choosing “return/amend/exchange my order” option) and we will provide additional advice on how to process your return.
Next download our returns form which you can access below and place it inside the parcel you're returning. Once the parcel is packaged securely and the returns form is placed inside, please arrange for the return of the parcel back to us.
Please be advised that your parcel must arrive back to us within 14 days of your notifying us of your decision to return, and once we receive it back - we will process a full refund excluding a handling fee of £3.49 to cover the cost of re-stocking your item within our warehouse. Refunds can take up to 14 days but we endeavor to do them within 2-3 days usually.
CANCELLING OR RETURNING AN ORDER YOU NO LONGER REQUIRE AFTER 14 DAYS BUT WITHIN 28 DAYS OF RECEIPT:
If you notify us of your request to cancel or return your item after 14 calendar days of receiving your goods, but within 28 days – we are unable to process a refund and will instead issue a credit note to the full value of the product excluding the shipping cost you paid on the original order.
Refunds can take up to 14 days but we endeavour to do them within 2-3 days usually.
NOTE: If you are returning clothing to exchange a size, it is your responsibility to cover the postage fee for returning the incorrect item, however we will cover the cost of postage to send you the replacement item in the correct size as a gesture of goodwill. Please advised we will only cover the shipping cost for an exchange the once.
CANCELLING OR RETURNING AN ORDER THAT IS FAULTY OR INCORRECT:
If you wish to cancel or return an order or item that you have received that is faulty, or incorrect – please notify us as soon as possible and we will do our best to repair or replace your order or item.
You can return an item that is faulty up to 6 months after purchasing it and receive a full refund. We will send you a pre-paid returns label that you can print and apply to the parcel in order to send it back to us for free. The only exception to this is if you purchase a product that is stated to be faulty when sold - i.e. stock or sale items that we may occasionally sell for a reduced price due to faults, defects or other damages. Such items will be clearly marked on our website prior to purchasing.
To notify us of a faulty or incorrect item or order– please submit your request via our contact us page (choosing “return/amend/exchange my order” option) and our team will arrange for a replacement to be sent to you.
Please note that we can ONLY refund, repair or replace damaged items that were either a) damaged or defected upon receipt or b) not damaged or defected by you (the customer). We cannot process a refund for a faulty or damaged item or order when the damage is occurred by trying something on and staining it with make up or fake tan for example. It will be at our discretion whether we refund items we deem damaged by the customer.
NOTE: We will not charge a handling fee for replacing or repairing a faulty or incorrect orders that we are at fault for.
GENERAL GUIDANCE, RETURNS FORM AND RETURNS ADDRESS:
Cancellations and returns are always best handled when we are notified as soon as possible. We will endeavor to respond to all return or cancellation request emails within 24 working hours, and will always try to offer the best possible solution for you.
Please always quote your order number (e.g. #3445) and date you received the parcel (where applicable) when contacting our returns team.
We recommend you always use a tracked returns service when posting items back to us so we/you can trace the parcel every step along the way. If for whatever reason you choose not to use a tracked returns service - then we will not be held responsible for any returned item that goes missing and will not be able to process a refund for parcels that don't come back to us.
For further guidance, support and advice regarding returns and cancellations – please get in touch via firstname.lastname@example.org