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.
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.
Email the address in the footer with your order number and which item you are sending back. 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.
Where we have sent the wrong item or a damaged one, we cover everything: return label, replacement or refund, and any postage you paid. 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. 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. 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. The refund returns to whoever paid, which means we cannot offer cash or a different card for a gift.
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. 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.