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.
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 reply with a return reference and, where the return is our fault, a prepaid label. Items sent without a reference can take much longer to match to an order.
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. 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. 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.
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.
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.
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. 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.