You have thirty days to change your mind. Here is how it works and what we need from you.
You have thirty days from the day your parcel arrives 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. Inspecting something is expected — using it for an evening is not. Where an item arrives back clearly used we contact you rather than simply refusing the refund.
Email the address in the footer with your order number and which item you are sending back. We reply with a return reference and, where the return is our fault, a prepaid label. Please do not post anything before you have a reference.
Once the return reaches the warehouse we refund to the card or account used for the order, normally within three business days. Your bank may take a further three to five days to show the credit, which is outside our control.
Where we have sent the wrong item or a damaged one, we cover everything: return label, replacement or refund, and any postage you paid. 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. 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.
We handle exchanges by refund and re-order: it is faster than waiting for a parcel to come back before sending another out. Ask us and we will set the replacement aside for a few days while yours is in transit.
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.
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.
A complete return gets the item value and the delivery charge back. 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.