You have thirty days to change your mind. Here is how it works and what we need from you.
Returns are accepted within thirty days of delivery. Once you have told us, send it back within fourteen days. 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. 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. 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.
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.
Change of mind: you cover the return postage. Our error, a fault or a misdescribed item: we cover it, and we will send a prepaid label or arrange a collection rather than asking you to pay and claim it back.
Send the item back in something that survives the journey — the original mailer is ideal. 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. If you would rather we reserve one, tell us and we will hold it for five days.
Refunds are calculated per item, so a single return does not disturb the rest of the order. 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. 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. Refunds go back to the original payment method, so the sender receives the money.
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.
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.