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.
Items should come back unused and in a resalable condition, with tags and any packaging intact. Inspecting something is expected — using it for an evening is not. If an item returns marked we will tell you before we decide what to do.
Email the address in the footer with your order number and which item you are sending back. We reply with a return reference and, where the return is our fault, a prepaid label. 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. 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.
Where the return is your choice, postage back is yours to arrange. 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.
The quickest way to exchange is to return the item for a refund and place a new order, because it holds the size you want while the return is travelling. Ask us and we will set the replacement aside for a few days while yours is in transit.
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.
If you received an item as a gift, you can return it without an order number if you have the packing slip or the sender's email address. The refund returns to whoever paid, which means we cannot offer cash or a different card for a gift.
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.
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.