Return or Exchange
If you have changed your mind and wish to make a return for refund or exchange, you can make a return within 14 days of receiving your order.
The 14 days begin to run on the day after the day on which you receive the products in respect of the relevant order.
Make a call to your chosen delivery company and request a courier delivery service. Or visit their office.
Attach the returns label to the outside of the shipping box. If you are using the original shipping box, make sure you have removed the other shipping labels from the outside of the box. Affix shipping label and for international returns, customs forms to the outside of the parcel and mark as “RETURNED GOODS – OF NO COMMERCIAL VALUE” to prevent the parcel being held in customs or refused on delivery. Responsibility for the return is yours until the parcel reaches us.
The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and returned to the customer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your full refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. However, during busy periods (such as festival season and seasonal sales) it can take a little longer. If you haven’t received an email within 14 days after sending your return back to us, please contact firstname.lastname@example.org for further assistance.
Please, take the following into account:
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- We are not responsible for shipping loss or damage of returned goods. Thus, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
- Neither international customs duties and sales taxes, nor outgoing shipping costs are refunded.
- We won’t make refunds to a third party.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Exchange of items
In order to formalise an exchange procedure, please make a return and then place a new order with the same item, but of different color or size.
If you’re feeling unsure about our sizing, please head over to our size guide or write to firstname.lastname@example.org.
Before you decide to make a return, we’d like you to know that we will only accept returns for the pieces that are in a new, unused and saleable condition. Our team will check for scratches and damages when we receive a returned item, and you will only qualify for a return or exchange after the returned items have passed these checks.
If you believe you have received a faulty item then you can make a return or an exchange within 14 days after your purchase date. Faulty items are items that are received damaged, or when a manufacturing fault occurs within 14 days of purchase.
Take a photo of the defect and send an email to email@example.com. Please include in the letter your name and surname, order number, article, model name and description of defect.
Please, take the following into account:
All products are covered by our standard 6 month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear. Any lost items cannot be replaced or refunded.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.
We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.
We keep a right to refuse a return if we feel you are abusing our returns policy.