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. Once you have told us, send it back within fourteen days.
Send items back with tags attached and free of marks, scent or damage. Checking something over is fine; a weekend of use is not. If an item returns marked we will tell you before we decide what to do.
Write to our support address with your order number and the item. We send back a reference number and the return address for your region, and if the fault is ours we cover the postage. 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. Your bank may take a further three to five days to show the credit, which is outside our control.
If something arrives faulty, damaged or different from its listing, send a photograph with your order number. Send a photo and your order number and we will sort it the same day.
Change of mind: you cover the return postage. Our error, a fault or a misdescribed item: we cover it, and we will send a prepaid label or arrange a collection rather than asking you to pay and claim it back.
Reuse our mailer if you still have it, and include the reference we gave you. Put the return reference inside the parcel, keep the proof of postage until the refund clears, and do not send anything before you have been given a reference number.
We handle exchanges by refund and re-order: it is faster than waiting for a parcel to come back before sending another out. If you would rather we reserve one, tell us and we will hold it for five days.
If part of an order is returned, we refund that part and leave the rest of the order untouched. In the rare case where an item arrives back in an unsellable condition we discuss it with you before deciding anything.
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.
Gift returns are welcome with the packing slip or the email address the order was placed under. Refunds go back to the original payment method, so the sender receives the money.
Keep the receipt from the counter until the refund has appeared on your statement. We refund on receipt rather than on dispatch for a reason, and a receipt is what lets us settle a return that goes missing in the middle — with it, the outcome is ours to absorb; without it, there is nothing to check.
Where an order is returned in full within the window, we refund the item value and, if the whole order is coming back, the original shipping as well. Returning one item from a larger order refunds that item only, because the delivery still happened.
Questions about this page? Write to [email protected] and we will answer within one business day.