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.
Send items back with tags attached and free of marks, scent or damage. Checking something over is fine; a weekend of use is not. Where an item arrives back clearly used we contact you rather than simply refusing the refund.
Email the address in the footer with your order number and which item you are sending back. 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. Banks post refunds at their own pace, so allow up to a week for the money to appear on your statement.
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. 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. 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.
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.
Gift returns are welcome with the packing slip or the email address the order was placed under. The refund returns to whoever paid, which means we cannot offer cash or a different card for a gift.
Hold on to whatever the post office gives you. 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.