We really want our customers to be happy with their purchase. But things may not always go as planned. If you are not satisfied with your order, please contact us and we will try to make things right for you.
Please note our refund policy lasts 14 days, meaning any request for a refund must be placed within 14 days of the date of delivery or the latest estimated date of arrival. We have no obligation to consider requests placed outside of these timeframes. Your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item, and how the item was purchased. Our refund policy doesn't affect your statutory rights.
1. Cancel an order within 6 hours from the time of purchase
You can cancel an order within 6 hours from the time of purchase for a full refund. Find the order number in your order history and contact us to cancel your order (Note: please use the email when you place the order and make sure to include your order number in the email subject line). We will cancel the order for you and issue the refund once we receive your request.
After the 6-hour cancellation period has passed, we will not consider refund requests unless the latest estimated arrival date has passed, the item has arrived and it is incorrect or damaged, or you decide to cancel the purchase and receive a refund by returning the item.
2. Not what you ordered/item damaged upon delivery
If you receive an 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 - and sometimes you may be required to return the item. You also have the option for us to resend the correct item to you. Please contact us with the details of the issue.
3. Item never arrived
If the item you ordered never arrived, you are eligible for a refund. You also have the option for us to resend the item to you. Please contact us after the latest estimated date of arrival has passed.
4. Item doesn’t fit
While we do everything to make sure the size is correct, sometimes the item you ordered may still do not fit. Please contact us and we will try to make things right for you (Note: please use the email when you placed the order and make sure to include your order number in the email subject line). Please allow 48 hours for us to respond to your requests.
5. Cancel a purchase between the time of purchase and 14 days of receipt of the item
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.
RETURN THE ITEM
In certain cases when you are required to return the item, your item must be unused and in the same condition when you received it to be eligible for a return. It must be returned in its original packaging and with a valid proof of purchase.
Any returned item that is not in its original condition, is damaged or missing parts for reasons not due to our error will only be granted partial refunds.
You will be responsible for paying for your own shipping costs for returning your item. We do not provide reimbursement for costs related to return shipping, customs fees, taxes, postal fees or VAT related costs.
For instructions on how to return the item, please read more here.
Due to health and hygiene reasons, unless the item is damaged, you cannot return pierced jewellery items and hair accessories and we will not offer a refund on these items.
In the case of returning free gifts, refunds will only be issued for the value charged (if any) for the items on the original order.
For example: If you received a free product, returning the free product alone will not result in any refund. Similarly, if you return purchased products, the free products must also be returned in order to receive a refund for the purchased products.
RETURN OF FUNDS
After we approve a cancellation or refund and (in certain cases) confirms the return of the item, we will return or credit the amount of purchase to your original payment method. Please allow 5 working days for a refund to be processed.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
We reserve the right to refuse any refund and limit purchase activity in the services if we in good faith suspect abuse of this policy or violations of the Terms of Service.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.
We will also update this policy when necessary.