You have thirty days to change your mind. Here is how it works and what we need from you.
You have thirty days from delivery to tell us you want to return an item. Once you have told us, send it back within fourteen days. Both dates are counted from delivery, not from the order date.
Items should come back unused and in a resalable condition, with tags and any packaging intact. 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 send back a reference number and the return address for your region, and if the fault is ours we cover the postage. Please do not post anything before you have a reference.
Refunds go back to the original payment method, and we process them within three business days of the parcel arriving with us. Banks post refunds at their own pace, so allow up to a week for the money to appear on your statement.
If something arrives faulty, damaged or different from its listing, send a photograph with your order number. 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.
Send the item back in something that survives the journey — the original mailer is ideal. 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.
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.
If you received an item as a gift, you can return it without an order number if you have the packing slip or the sender's email address. 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. 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. A partial return refunds the items you send and leaves the rest of the order, including its shipping, as it stands — the parcel was still delivered.
Questions about this page? Write to [email protected] and we will answer within one business day.