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. Both dates are counted from delivery, not from the order date.
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.
Write to our support address with your order number and the item. 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.
Refunds go back to the original payment method, and we process them within three business days of the parcel arriving with us. Banks post refunds at their own pace, so allow up to a week for the money to appear on your statement.
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.
Change of mind: you cover the return postage. Our error, a fault or a misdescribed item: we cover it, and we will send a prepaid label or arrange a collection rather than asking you to pay and claim it back.
Reuse our mailer if you still have it, and include the reference we gave you. Put the return reference inside the parcel, keep the proof of postage until the refund clears, and do not send anything before you have been given a reference number.
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. 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.
Keep the receipt from the counter until the refund has appeared on your statement. We refund on receipt rather than on dispatch for a reason, and a receipt is what lets us settle a return that goes missing in the middle — with it, the outcome is ours to absorb; without it, there is nothing to check.
A complete return gets the item value and the delivery charge back. 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.