Returns Policy

How do I return?

UK Returns

For FAST, FREE and EASY returns! Simply use our returns portal and receive your refund within 14 days! Follow the simple steps below.

  1.  14 days to receive your refund
  2.  Select one of our trusted carriers (Hermes, Royal Mail or Collect+) for a FREE 48 hour traceable returns service and print your label
  3.  Post it off! Make sure you keep your proof of postage!
  4.  Your return arrives back at our warehouse!
  5.  Your refund is on its way! Please allow 14 days from the date you send  your items back for your refund to be received

 

International Returns

  1. Repack the item with all the tags still attached.
  2. To download a new returns label, select your country from the drop down menu.
  3. Finally, post it off! Make sure you get proof of postage and keep it safe!

 

Please note: Free UK returns are only available via the returns portal link or via the pre-printed label. Returns sent using any other method are at the customers own cost and liability.

 

Refunds

A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest distribution center. It can be up to 7 days from this point for item to be received into the our warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time.

The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way.

If you've waited more than 14 days from the day you returned your item and have received no email from us then please get in touch by going to the 'Contact Us' tab on this page.

 

I can't see the refund on my bank statement

Refunds are sneaky things and can show up in a couple of places: 

1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times)

2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time) 

If you still can’t see it, give us a shout on the contact us form.

 

Can I exchange instead of a refund?

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

 

Returns exemptions

We cannot offer refunds on cosmetics and pierced jewelry or on swimwear and lingerie if the hygiene seal is not in place or has been broken

 

Have you received my returned item(s)?

It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

 

Do you refund the delivery charge?

We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.