RETURN POLICY

We understand you may have changed your mind. That is why you will have 30 days from the purchase date to fulfill free returns by mail for all online orders.

Good news! Online orders can be returned via mail as long as the order abides by the return policy conditions that can be found below.

The pre-paid return label is the electronic document you will need to print to return your item(s) within the 30 day period. The instructions to finding your electronic pre-paid return label can be found below. The prepaid label will be auto-filled based on your profile and order information. If you checked out as a guest, fill out the tracking form below the check order section.

A. RETURNING BY MAIL:

1. FIND YOUR ORDER

Log into your online account, select order history under your profile tab to find your order you wish to return an item from. If you checked out as a guest, fill out the tracking form.

2. PRINT YOUR PRE-PAID RETURN LABEL:

After locating the order, select “Print Return Label”. Your information will be pre-populated for your convenience.

Ordered as a guest? Select "Print Return Label" from the pop-up to print.

3. LABEL PACKAGE & DROP OFF:

Securely attach the return label to each package (preferably in the original packaging) and bring the package to any Royal Mail shipping centre.

IMPORTANT TO NOTE WHEN PACKING YOUR ORDER

• Returning multiple orders? If you are returning more than 1 order by mail, each order must have its own return label and be packaged separately.
• Reminder of what can be returned: Make sure the items of the returned items comply with our return policy regulations below.

4. GET REFUND CONFIRMATION

Please allow up to 10 business days for your refund to be processed using the same method of payment as the original purchase. Once completed, you will receive an email confirmation.

Please note: If you purchased using a credit card, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.

The following Eligibility Requirements must be met in order for an item to qualify for a refund:

• The order was placed within the last 30 days (this date can be found in your order confirmation email).
• The product is in new condition, unworn, unused and unwashed.
• Brands must be returned in their original packaging (Ex: Shoes in shoe box, beauty product in case etc.).
• The product has its original price tags attached.
• Intact shoes can only be returned or exchanged if they are in original condition with protective film (if applicable).

Final sale on:

• Earrings, Unsealed underwear

Final sale items can only be returned within the first 14 days of delivery, inclusive of items that were purchased as a gift. Exceptions will be made for sizing, fit, or fabric issues.

Note: final sale items will be flagged in the return portal and unable to be selected for a refund. If by any chance, it gets accepted, the item will automatically be reshipped to the customer's shipping address.

It is important to note that if your order was shipped with several tracking numbers it still must be returned together with one pre-paid return label. Please wait for your entire order before deciding to return your items.

You will only be eligible for one pre-paid return label per order. Duplicate shipping labels are refused by most carriers.

If you already returned part of your order the remaining items can always be returned in store.

In circumstances where you consider a product to be defective, please chat us, call us at 0800 206 2797, or email us and provide us with the following:

• A clear photo of the defective item.
• Your order number.

Our customer service team will be happy to give you a full refund if your item is defective. The disposal or return of your defective item will be advised by our customer service team.

*If you received a garment with security tags still on it, please contact us for an immediate refund.

Refunds will be issued within 10 business days after we received the returned items, using the same method of payment as the original purchase. Shipping charges, including sales taxes on shipping charges, are not refundable.

GIFT CARDS

If your original purchase was a gift card/e-gift card, you will be refunded on the original gift card used to place payment. If you lost or discarded your gift card after purchase, your gift card information can be retrieved on your returns confirmation email.

CREDIT/DEBIT

If you purchased using a credit card or debit, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.

PAY PAL

Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. If you return items purchased via PayPal in-store, it will go back directly into your Paypal account.

Refund methods differ for orders flagged as “This is a gift” for the recipient.

A. AS A RECIPIENT

In the case that you, the recipient of a gifted order marked as “This is a gift”, wants to return item(s), refunds would be credited on a new gift card and not the original sender’s method of payment. Please note that gift recipients won’t be eligible for exchanges or instant refunds on credit cards.

B. AS A SENDER

In the case that you, the sender of an order marked as “This is a gift” , wants to return item(s), it is still possible to get a refund on your original form of payment upon request. Please note: In order to receive a refund as a sender, all items must be either shipped back by mail or brought to store either by you or the recipient. See the “How to make a return” above for further information.

For more information regarding Klarna returns, please click here.