Refund FAQs

Can I get a refund if I don’t like the item or the item doesn’t fit?

If you want to return items and the reason is not because of an error on our part and the item is not defective, you can get a refund for the product but we will not refund the cost of returning these items.

As a European consumer, you have a legal right to cancel a purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) within 14 days from receiving the goods. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the purchase and receive a refund by returning the goods.

Where you're cancelling your purchase within the first 14 days from the day you receive, or a third party indicated by you (other than the carrier), receives the last goods ordered by you (if delivered separately), and there's been no error on our part, we will refund the cost of the item (please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods) and the cost of sending the item to you as follows:

where you are returning an item that was part of a larger order, we will refund the cost of sending the item to you on a proportional basis
where you are returning an entire order, we will refund the cost of sending the item to you
as permitted by law, we are only required to refund standard postage charges corresponding to the least expensive type of delivery offered. For example, if we offer standard shipping at one cost but you choose the expedited shipping at a higher cost, we will only refund what you would have paid for the cheaper delivery option

Please note that we will not refund the cost of gift-wrapping, or other services provided to you in connection with your purchase.

Please note due to health and hygiene reasons, this cancellation right does not apply to pierced jewellery items and hair accessories.

Can I exchange an item?

Unfortunately, we currently don't offer item exchanges but you can send something back for a full refund and then place a new order for the size, colour or item you'd prefer.

How do I return an item?

We want to give you a hassle-free way to return anything, so you can return any item to us within 14 days of receiving your original order. Please contact us with your original order number and let us know which item you want to return.

It can usually take 20 business days (excluding weekends and public holidays) for your return to be delivered back to our warehouse, depending on your location and which postal service you use. You will need to print, complete and enclose the product return form when returning your item.

You can use any postal service to return your item but please note you'll need to cover the postage and any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties.

The returned goods remain your responsibility until it arrives with us, so make sure they're packed up properly and can't get damaged on the way. Also remember to ask for proof of postage, so if your package goes missing in the mail, you’ll have proof you’ve sent it.

We'll send you an email as soon as we've received your return back at our warehouse in its original condition. Once received, we'll refund your original payment method - this is usually done within 24 hours.

It can then take up to 10 working days for the funds to appear back in your account depending on your bank or card issuer. If you've returned more than one order in the same package, please allow up to 24 hours for all returned items to be refunded.

All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 14 day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

We're not responsible for any items that are returned to us by mistake. If you want these returned to you, we may request that you cover the delivery cost.

Simply refusing delivery of a parcel isn't always a trackable means of return and is not covered under our return policy. You should accept delivery of an item you want to return and then process the return.

Can I get a refund if I can’t return the item?

If you receive a purchased item that is not reasonably consistent with the item listing, or not the size or colour you ordered, or damaged upon delivery, you are eligible for a refund. We may request some evidence of the issue - typically just a photo or two. You also have the option for us to resend the correct item to you.

If you'd like a refund for an item that is not damaged or faulty, and you can't return them to us for any reason, then a refund for those goods will be at our discretion.

Please note we do not offer refunds on any free gift you receive, even if it is not reasonably consistent with the item listing, or not the size or colour you ordered, or damaged upon delivery.

Can I refuse delivery of a parcel if I changed mind about my purchase?