You have thirty days to change your mind. Here is how it works and what we need from you.
You have thirty days from the day your parcel arrives to tell us you want to return an item. You do not need a reason; contact us first so we can issue a return reference, then post the item back within two weeks of raising it.
Items should come back unused and in a resalable condition, with tags and any packaging intact. Inspecting something is expected — using it for an evening is not. Where an item arrives back clearly used we contact you rather than simply refusing the refund.
Write to our support address with your order number and the item. We reply with a return reference and, where the return is our fault, a prepaid label. Please do not post anything before you have a reference.
Once the return reaches the warehouse we refund to the card or account used for the order, normally within three business days. Your bank may take a further three to five days to show the credit, which is outside our control.
If something arrives faulty, damaged or different from its listing, send a photograph with your order number. We arrange collection or a prepaid label, and you choose between a replacement and a full refund including postage.
Where the return is your choice, postage back is yours to arrange. Where the item was wrong, damaged or not as described, the cost is ours and you will not be out of pocket for returning it.
Reuse our mailer if you still have it, and include the reference we gave you. Keep the posting receipt in case the parcel goes astray, and please wait for the reference before posting so we can match the return to your order.
The quickest way to exchange is to return the item for a refund and place a new order, because it holds the size you want while the return is travelling. If you would rather we reserve one, tell us and we will hold it for five days.
If part of an order is returned, we refund that part and leave the rest of the order untouched. Where an item came back used or damaged, we will contact you first and explain what we propose rather than deducting anything without telling you.
For hygiene reasons we cannot accept pierced jewellery or anything else that cannot be resold once handled. The exclusion is always shown on the listing.
Gift returns are welcome with the packing slip or the email address the order was placed under. Refunds go back to the original payment method, so the sender receives the money.
Hold on to whatever the post office gives you. A return is only covered while it is in the post if the postage can be evidenced — a tracking number or a counter receipt is enough, and without one neither of us can prove what happened to the parcel.
A complete return gets the item value and the delivery charge back. Returning one item from a larger order refunds that item only, because the delivery still happened.
Questions about this page? Write to [email protected] and we will answer within one business day.