Refunds & Returns Policy
RETURNING VIA PORTAL IS QUICK, EASY AND COST EFFECTIVE!
Returning through our portal means you should get your refund within 14 business days. Need to return? Please contact us and will give you the exact warehouse address for return. Please note we accept returns if the item is faulty only.
HOW LONG DO I HAVE TO RETURN AN ITEM?
For US or UK customers, you are able to return unsuitable items within 14 days of receipt. For all international customers, please return unsuitable items within 14 days of receiving your parcels. Please return unsuitable items in their original packaging.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
If you wish to return your items to we do not offer FREE returns.
We’re sorry, but we are unable to offer free returns for international customers, returns must be made at your own cost. All International Customers who wish to return their items need to contact us firstname.lastname@example.org and we will supply you with the exact warehouse address for the return.
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process and refund your return ASAP, but on occasions it may take up to 14 days UK (21 Days International) for your return to be processed and a further 7 days for the refund to reach your account.
Please check your account as the refund will show and may show on the date of your original purchase.
If you haven’t received a refund and it has been more than 14 days UK (30 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.
HOW CAN I TRACK THE STATUS OF MY RETURN?
As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
(Including Canada and EU)
For international returns (excluding US, AUS/NZ and Germany) you can send your items back by using post office counters. Please do not post the package without obtaining a receipt of postage from us. Keep your receipt of postage safe as you will need this as your proof of return. We don’t refund delivery costs on any orders nor on international orders.
Once you receive the exact address from us included in your return parcel. Remember to add your order number if you download a new returns label. This can be found in Order History in ‘My Account’.
Returning from US, AUS/NZ/Germany:
CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return items please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.
THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Email us: email@example.com
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps in the section above labelled HOW DO I RETURN AN ITEM? You`ll then receive a full refund as per the policy above. For hygiene reasons, pierced jewellery is non-refundable. Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.
I WANT TO RETURN A PRODUCT BUT LOST MY DELIVERY NOTE
Received your item but aren’t 100% in love? No worries, we offer returns. Here’s what you’ve got to do:
- First, log into your account
- Check your order history and select the order you want to return
- Got it? Now contacts us via contact us form for the return address
If you don’t have an account – that’s ok, you can still return it to us email us then Package up your unwanted purchase with a note inside including your name and order number (you’ll find this on your confirmation email).
Please remember to keep your proof of postage.
CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?
You sure can! Please include both advice notes for each order to help us speed up the process of your return via contact us form. If you’ve misplaced your advice note, please include a note in with the order numbers and the relevant items you’re returning.
When contacting our customer service please include your reason for return, provide a picture if possible. See our terms and conditions for more info.
DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund postage/shipping charges on any orders.
Refunds: All refunds will be processed once we received the items back and we reserve 14 days to process it back to your account.