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. Once you have told us, send it back within fourteen days.
Send items back with tags attached and free of marks, scent or damage. 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.
Email the address in the footer with your order number and which item you are sending back. We send back a reference number and the return address for your region, and if the fault is ours we cover the postage. Items sent without a reference can take much longer to match to an order.
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.
Where we have sent the wrong item or a damaged one, we cover everything: return label, replacement or refund, and any postage you paid. We arrange collection or a prepaid label, and you choose between a replacement and a full refund including postage.
Change of mind: you cover the return postage. 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.
We handle exchanges by refund and re-order: it is faster than waiting for a parcel to come back before sending another out. 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.
Items that cannot be resold for hygiene reasons — pierced jewellery chief among them — and anything flagged as non-returnable on its own page are excluded from the thirty-day window. Anything marked as final sale on the listing is also excluded, and that is stated on the product page rather than only here.
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.
Keep the receipt from the counter until the refund has appeared on your statement. 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.
Where an order is returned in full within the window, we refund the item value and, if the whole order is coming back, the original shipping as well. A partial return refunds the items you send and leaves the rest of the order, including its shipping, as it stands — the parcel was still delivered.
Questions about this page? Write to [email protected] and we will answer within one business day.