You have thirty days to change your mind. Here is how it works and what we need from you.
You have thirty days from delivery 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.
Send items back with tags attached and free of marks, scent or damage. 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. Please do not post anything before you have a reference.
Refunds go back to the original payment method, and we process them within three business days of the parcel arriving with us. Your bank may take a further three to five days to show the credit, which is outside our control.
Where we have sent the wrong item or a damaged one, we cover everything: return label, replacement or refund, and any postage you paid. Send a photo and your order number and we will sort it the same day.
Where the return is your choice, postage back is yours to arrange. 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.
Send the item back in something that survives the journey — the original mailer is ideal. 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. 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.
For hygiene reasons we cannot accept pierced jewellery or anything else that cannot be resold once handled. The exclusion is always shown on the listing.
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. Refunds go back to the original payment method, so the sender receives the money.
Hold on to whatever the post office gives you. 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. 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.