Refund policy
This policy is offered in addition to your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects those rights.
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## 1. Your Right to Return
You may cancel your order for any reason within **14 days of the day you (or someone you nominate) receive the goods**. You then have a further **14 days from the day you notify us** to send the items back to us.
To start a return, contact us via our Help Centre with your **order number** before sending anything back. We will confirm your return authorisation and provide the return address. **Returns sent without prior authorisation, or to any address other than the one we provide, may be delayed or refused.**
## 2. Condition of Returned Items
To qualify for a refund, items must be in a re-saleable condition: unworn, unused, undamaged, in their original undamaged packaging, and complete with all tags, labels and hygiene seals attached.
You are entitled to inspect items as you would in a shop — for example, trying an item on. However, if the value of an item is diminished by handling beyond what is necessary to establish its nature, characteristics and functioning (for example, items that have been worn, washed, used, marked with make-up, deodorant or fragrance, or returned with tags removed), **we may deduct an amount reflecting the reduction in value, up to the full price of the item**.
We reserve the right to refuse a refund for items returned in a non-re-saleable condition where the diminished value equals the item's price. Such items may be returned to you at your expense, or held for collection for 30 days.
## 3. Items Excluded from Change-of-Mind Returns
For reasons of health, hygiene, safety and copyright, the cancellation right does not apply to:
- Pierced earrings and other pierced jewellery
- Cosmetics and fragrances where the seal or packaging has been opened
- Underwear, swimwear, hosiery and control wear where the hygiene strip, seal or tags have been removed
- Quilts, duvets and pillows where packaging has been opened
- Sealed audio, video or software products once unsealed
- Confectionery and other perishable items
- Products which become mixed inseparably with other items after delivery
- Items personalised or made to your specification
These exclusions do not apply if the item is faulty (see section 7).
## 4. Proof of Purchase
All returns must be accompanied by proof of purchase — your **order number, order confirmation email, or dispatch confirmation email**. Without proof of purchase we are unable to offer a refund or exchange. Refunds are issued **only to the original payment method used for the order**. We do not issue refunds to a different card, account or person, and we do not provide cash alternatives.
## 5. Return Shipping and Lost Returns
- **Change-of-mind returns:** you are responsible for the cost of returning the items and for the items until they reach us.
- We strongly recommend using a **tracked and insured service** and retaining your proof of postage and tracking number. If a return is lost in transit and you cannot provide valid proof of postage to the return address we supplied, we are unable to issue a refund.
- **Faulty, damaged or incorrect items:** we will provide a pre-paid return label or reimburse reasonable standard return postage (please contact us first — postage costs incurred without prior agreement may not be reimbursed).
## 6. Refund Processing
- Once we receive your return (or you supply evidence of having sent it), we will inspect it and process your refund **within 14 days**.
- If you cancel your **entire order** within the 14-day cancellation period, we will also refund the standard (cheapest) delivery charge you paid. If you chose a premium delivery option, we refund only the cost of standard delivery. Partial returns do not qualify for a delivery charge refund.
- All returned items are inspected and checked against dispatch records (including recorded weights and dispatch photographs) before a refund is approved. Returns found to contain different, substituted, counterfeit or missing items will be refused, and we may report the matter to the relevant authorities and payment provider.
- Your bank or card issuer may take an additional 3–5 working days to show the refund in your account.
## 7. Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015:
- If an item is faulty, not as described, or not fit for purpose, you may reject it for a **full refund within 30 days** of delivery.
- After 30 days and up to 3 months, we will offer a repair or replacement in the first instance, and a refund if that is not possible.
- Please report damaged or incorrect deliveries via the Help Centre **within 48 hours of delivery where possible**, including photographs of the item, packaging and delivery label. This helps us claim against the carrier and resolve your case quickly. Reporting later does not remove your statutory rights, but claims made long after delivery may require additional verification.
## 8. Exchanges
We are not happy to exchange items for a different size or colour subject to stock, following the same process and conditions as returns. If the replacement item is unavailable, we can consider a refund to be issued instead.
## 9. Multi-Buy and Promotional Purchases
If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20), you will be refunded the price of the item minus the discount given in the offer. If you return all items purchased under the offer, you will be refunded the full multi-buy value. Where a discount code applied to your order, refunds reflect the price actually paid after the discount. Free or promotional gift items associated with a returned order must also be returned, or their standard value may be deducted from your refund.
## 10. Fair Use and Abuse Prevention
We monitor return activity to keep prices fair for all customers. We reserve the right to refuse future orders, decline returns, or close accounts where we identify, acting reasonably:
- A pattern of excessive returns inconsistent with normal shopping ("wardrobing" — wearing or using items and returning them);
- Returns of items that do not match what was dispatched;
- False claims of non-delivery, missing items or damage contradicted by carrier evidence (including GPS coordinates, photographs and signatures) or our dispatch records;
- Fraudulent chargebacks. If you raise a chargeback for an order that our records and carrier evidence show was delivered, we will contest it and may pass the matter to our payment provider and, where appropriate, the police.
This section does not limit your statutory rights, and we will always consider genuine circumstances on a case-by-case basis.
## 11. Contact
For any return, refund or order query, contact us via our Help Centre, quoting your order number. We aim to respond within 2 working days.