Our policy lasts 14 days on most products and 7 days on sale products (eligible for exchange only). If 14/7 days have gone by since your purchase or delivery (whatever is latest), unfortunately we can’t offer you a refund or exchange. The Delivery date is considered:
- From the day on which you or a third party other than the carrier and indicated by you acquires, physical possession of the goods
In case goods that were placed in one order are delivered separately, on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of each of the goods
To be eligible for a return, you must inform us of your decision to return the goods within 14/7 days of delivery and your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all labels attached.
Several types of goods are exempt from being returned. For hygiene purposes we do not accept products that are:
- Intimate or sanitary goods, underwear and swimsuits
- Hair accessories
- Socks & tights
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Bespoke and customised products.
To complete your return, we require a receipt or proof of purchase attached together with the Returns Slip that we will send to you once you notify us of your wish to return or exchange the product.
There are certain situations where refunds can not be granted (if applicable):
- Products with obvious signs of use (please pay particular attention to the way you pack dresses with tulle when returning as tulle can easily get damaged when crumpled)
- Any item not in its original condition, is damaged or missing parts or labels for reasons not due to our error
- Any item that is returned more than 14/7 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days. Please note that we have no control over how long it takes your bank to process the refund on your side.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale and special offer items cannot be refunded and can only be exchanged.
We only replace items if they are defective or damaged or if a different size is required and it is available in stock. If we don't have alternative size in stock then we can offer you a different style. If you need to exchange it for the same item or a different size, send us an email at firstname.lastname@example.org and we will send you a Returns Slip and advise on the return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, please email email@example.com first to notify us and request a Return Form. Please attach filled in Return Form and your Proof of Purchase with your shipment. In order to get a refund or exchange, please make sure that you ship your return within 14/7 days of delivery.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the refund is made due to manufacturing fault.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item otherwise.