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. You do not need a reason; contact us first so we can issue a return reference, then post the item back within two weeks of raising it. Both dates are counted from delivery, not from the order date.
Send items back with tags attached and free of marks, scent or damage. Inspecting something is expected — using it for an evening 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.
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.
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. 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.
Reuse our mailer if you still have it, and include the reference we gave you. 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.
We handle exchanges by refund and re-order: it is faster than waiting for a parcel to come back before sending another out. 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. 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. The exclusion is always shown on the listing.
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. A return is only covered while it is in the post if the postage can be evidenced — a tracking number or a counter receipt is enough, and without one neither of us can prove what happened to the parcel.
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. 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.