Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a full refund or exchange. If your product is defective, we will still consider a claim for exchange or a partial refund. For custom ordered products, full refunds may not be offered.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require your original order reference.
You should use our Contact form to make a request for refund or exchange and include your order reference in the message – Logged in users can select orders from the form options.
There are certain situations where only partial refunds may be granted
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after approval of a refund
- Any item that has been custom made for you
- Earrings for pierced ears are excluded from full refunds
All products returned for refund or exchange MUST be approved for return before you send the goods to us. Any goods shipped to us prior to receiving authorisation will be held for 30 days pending contact from you for approval.
We shall make 3 attempts to contact you within this 30 days using any or all methods of communication that you have provided. If, after 30 days of our last contact attempt, you have failed to respond to our requests, we shall deem these products as being back under our ownership.
REJECTION OF RETURN
Where we deem that the returned products were correctly sold and are fit for purpose, or are claimed outside the 30 day return period, we may choose to reject the claim for a return.
If you have returned goods to us as defective and we reject this claim, we shall make 3 attempts to contact you using any or all methods of communication you have provided, to request payment for shipping the goods back to you. If, after 90 days of our last communication you have failed to reach an alternate agreement with us, and have not covered the costs, then we shall deem these products to be back under our ownership. A partial refund may be issued for higher priced items.
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.
We will also advise the amount of the refund if we are not refunding the full cost of the goods.
Refund amounts will not include any shipping costs but will take into account any discounts that were applied at the time of the purchase.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. At this point ownership of the goods shall be deemed to be passed to us. If you purchased using cash, we will issue a gift card for the value of the refund to the email account on file.
For rejected claims please see Rejection of Return section above
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 via our contact page.
Only regular priced items may be refunded or exchanged, unless defective or there is a mistake in the order. We will, however, accept sale items if they were discounted for a special offer and are still available for purchase. Refunds will only be for the purchase price not any current value.
Replacements will be shipped to the address on the original order unless otherwise agreed. Exchanges for defective items will be like for like only. Where you are requesting an exchange for an alternate product, and we agree to the exchange, we will issue a gift card for the value of the original purchase price and use this against the replacement. You will be required to pay additional shipping costs if the product is not defective.
Where there is a balance owing by you due to an exchange we shall make 3 attempts to contact you using any or all methods of communication you have provided, to request payment for shipping the goods back to you. If, after 90 days of our last communication you have failed to reach an alternate agreement with us, and have not covered the costs, then we shall deem these products to be back under our ownership. A partial refund may be issued for higher priced items.
If the item was purchased in full or in part using a gift voucher, then we shall issue a gift voucher for the refund amount only.
Gift cards are non-refundable and cannot be exchanged.
To return your product, after receiving authorisation, you should mail your product to the address at the bottom of this page. You should ensure your order number is marked clearly on the packaging.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We will cover shipping to you for an exchange product only where we were in error on the order.
If you are shipping an item over £50 you should consider using a traceable shipping service or purchasing shipping insurance. We only issue refunds or exchanges once we receive and check the product.
TERMS AND CONDITIONS
This document forms an extension to our Terms and Conditions and form additional policies for the handling of returns, refunds and exchanges.
Your statutory rights are unaffected by the contents of this policy.
Document updated 1 May 2020 with amendments to policies and re-wording of sections for clarity and will be in force for orders made after this date.