Refund policy
Returns for Unwanted Items
We hope you love your purchase. However, if you are not completely satisfied, you may return eligible items in accordance with the terms below.
You may request a return within 14 days of receiving your order.
To start a return, please submit a return request through your customer account or returns portal within 14 days of delivery.
Once your return request has been approved, we will provide instructions on how to return your item.
Return Conditions
To be eligible for a return, items must:
- Be unworn, unused, and in their original condition.
- Have all original tags attached.
- Be free from makeup, fake tan, perfume, deodorant, stains, marks, pet hair, or any other signs of use.
- Be returned in their original packaging where reasonably possible.
You may inspect and try on items as you would in a physical store. However, we reserve the right to reduce a refund where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and fit.
Return Shipping Costs
Customers are responsible for arranging and paying for return shipping costs for unwanted items.
We strongly recommend using a tracked delivery service, as returned items remain the customer's responsibility until safely received by us.
Return shipping costs are non-refundable.
Refunds
Once your return has been received and inspected, we will process your refund and send you a confirmation email.
Approved refunds will be issued to the original payment method used for the purchase.
Refunds will be processed within 14 days of receiving the returned item(s).
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, not as described, or incorrect, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Photographs showing the fault or damage where possible.
Items showing signs of normal wear and tear, accidental damage, misuse, improper care, alteration, or damage caused after delivery will not be considered faulty.
All faulty item claims will be assessed on a case-by-case basis in accordance with your statutory rights under the Consumer Rights Act 2015.
Where a return is approved due to a fault, damage, or an error on our part, we will provide an appropriate remedy, which may include a repair, replacement, refund, or reimbursement of reasonable return postage costs.
Non-Returnable Items
Unless faulty, we cannot accept returns on:
- Jewellery.
- Gift cards.
- Any item that cannot be returned for hygiene reasons once opened, worn, or unsealed.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour, or style, please return the original item (subject to this policy) and place a new order.
Sale Items
Sale items may be returned in accordance with this Returns & Refunds Policy unless otherwise stated at the time of purchase.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.