You have thirty days to change your mind. Here is how it works and what we need from you.
You have thirty days from delivery 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.
Items should come back unused and in a resalable condition, with tags and any packaging intact. Checking something over is fine; a weekend of use 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. Items sent without a reference can take much longer to match to an order.
Once the return reaches the warehouse we refund to the card or account used for the order, normally within three business days. Banks post refunds at their own pace, so allow up to a week for the money to appear on your statement.
If something arrives faulty, damaged or different from its listing, send a photograph with your order number. We arrange collection or a prepaid label, and you choose between a replacement and a full refund including postage.
Change of mind: you cover the return postage. 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.
Send the item back in something that survives the journey — the original mailer is ideal. 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.
For hygiene reasons we cannot accept pierced jewellery or anything else that cannot be resold once handled. The exclusion is always shown on the listing.
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.
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.