PLEASE NOTE THAT THIS RETURNS POLICY APPLIES TO WEBSITE ORDERS ONLY. THE RETURNS POLICY FOR ITEMS PURCHASED AT OUR PHYSICAL STORES IS EXCHANGE OR CREDIT NOTE ONLY.
How long do I have to return an item?
You have 28 days from the date of the receipt to return your item(s) back to us, provided that the goods adhere to our returns policy:
• All items must be unworn, unwashed and complete with all tags, labels, additional security labels and packaging. The returns tag (where present) MUST be attached.
• All items must be in a re-saleable condition.
• No evidence of makeup, fragrance or deodorant marks or smells.
• With boxed items eg. footwear or gift sets, the box must be protectively packaged as it is considered part of the item.
• Underwear and fragrances cannot be returned for hygiene reasons.
How do I return my item?
Any unsuitable online purchases can be returned to our store via a courier service of your choice – we do not operate a free returns service but we do highly recommend using a tracked service. Please ensure that your parcel is carefully packaged - the same packaging the item arrived in can be turned inside out and resealed with tape. Please ensure to complete the returns slip and enclose in your package.
19-21 Ferryquay Street
Kindly note, it is the customer's responsibility to cover all return postage and packaging charges, save for when an item has been dispatched incorrectly (in this case, we cover the cost of UK Standard Delivery). Please ensure that the item(s) are securely packaged to avoid damage in transit. We recommend using a tracked and insured service as we cannot take responsibility for any items lost or damaged during transit- responsibility will lie between the sender and courier service.
Can I exchange my item(s)?
If you require an exchange, please complete the returns form and send the item back as per above. Please note, it is the customer's responsibility to cover all return postage and packaging charges, save for when an item has been dispatched incorrectly. An exchange can ONLY be given for the same item in a different size, unless the original item is faulty. In this case, we will exchange for the same size. Should we be out of stock in the size required, we will contact you and do our best to accommodate.
How long will it take to process my return?
We aim to process all returns within 48 hours upon receipt. You will receive an email from firstname.lastname@example.org confirming that a refund has been processed. If your original payment method was credit or debit card, please allow up to 5 working days for the refund to appear in your account – the speediness of these depends on who you bank with. Please note, postage costs are non-refundable unless a fault with the order has been communicated and proven. PayPal refunds should appear in your account with 24 hours of processing a refund. If you are requiring an exchange, you will receive an email with a status update.
I live locally, can I return my online purchase in store?
If a customer would like to return their purchase to our store, please leave it with one of our sales advisors for processing. Refunds will be processed by our online team via your original payment method only. Please allow up to 3 working days for this to appear in your account - the speediness of this depends on who you bank with. Exchanges can be made with one of our sales advisors.
My return is faulty/incorrect – what should I do?
All items are quality checked before dispatch but, should you find a fault, please send an email to email@example.com within 7 days of receiving your order. You will receive advice on how to proceed. Goods are classified as faulty where a manufacturing fault occurs within 6 months of purchase. Please note, refunds are only issued once the manufacturer has verified the fault. For items with embellishments such as sequins or diamantes, goods will not be deemed faulty should there be missing pieces or they start to come off.
Should you require further advice or assistance, please contact us via email at firstname.lastname@example.org