Refund & Returns Policy
When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags. Please ensure items are returned to us 14 days from the date shown on your dispatch note.
For orders in USA, Canada, Australia and New Zealand please ensure your item(s) are returned to us 30 days from the date shown on your dispatch note.
HOW TO RETURN AN ITEM
Please follow the below process for returning your item(s) to us:
- Contact us to obtain your return ID. This will enable us to process your return quickly
- Please state the reason for returning your item
- Re-pack the item in its original packaging with labels and tags still attached.
- Return the package with your return ID and reason for return enclosed.
- Keep your certificate of postage safe as you will need this as your proof of return. (we do reccomend returning via a tracked or signed for service)
HOW DO I RETURN A FAULTY ITEM?
If you receive a faulty item and would like a refund, please send us a message via our contact page, advising us of your order number (found in Order History in ‘My Account’ or on your invoice), along with the name/product code of the item affected and the details of the problem, so that we may look into this for you.
Please return the item to us following the same process as detailed in the above, ‘How do I return an item?’
We’ll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time.
WHEN ITEMS WILL NOT BE REFUNDED
Please note, we cannot offer refunds on pierced jewellery or swimwear that has had the hygene strip removed.
If we receive an item for a refund and we see that it is damaged through fault of the user, we will not be able to refund. Reasons include;
- make-up on clothing
- deodorant marks
- Food stains
- drink stains
- fake tan
HOW LONG WILL IT TAKE TO PROCESS MY RETURN
If you would like to return an item, we will refund you within 21 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty.
Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We do recommend sending return items by a signed for or tracked service. We reserve the right to refuse a refund if you are unable to provide the certificate of posting. We will not be held responsible for any parcels lost.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
CAN I EXCHANGE MY ITEM
Unfortunately, we do not offer exchanges. If you would like to return your item please follow the steps as listed above