Refund policy
Returns & Refunds Policy
This policy applies to every order placed with [STORE NAME] ("we", "us", "our"). By placing an order you agree to it. It sits alongside your statutory rights and does not limit them — see Your legal rights.
At a glance
| Return window | 14 days from the delivery date |
|---|---|
| Refund timing | 10–15 business days after we receive and inspect your return |
| Return shipping | You pay for change-of-mind returns. We pay for faulty, damaged or incorrect items |
| Restocking fee | None |
| Condition required | Unworn, unused, tags and original packaging intact |
| How to start | Email [SUPPORT EMAIL] with your order number |
01 Return window
You may request a return within 14 days of the delivery date shown on your tracking information. Requests received after this window cannot be accepted as change-of-mind returns, though your statutory rights — including for faulty goods — are unaffected.
Once we approve your request and send return instructions, please ship the item back within 7 days. Returns received later than 7 days after approval may be refused or refunded at our discretion.
02 Return eligibility
To qualify for a return, the item must be:
- in the same condition you received it — unworn, unused, unwashed and undamaged;
- complete, with all tags, labels, accessories and free gifts included;
- in its original packaging, or packaged as described in the return instructions.
We inspect every return. We may reduce your refund — or decline it — where an item has been used, washed, altered, damaged by you, or handled beyond what is reasonably necessary to check its fit, function and quality. Where a reduction applies, we tell you the amount and the reason before issuing the refund.
03 Items that cannot be returned
The following are not eligible for change-of-mind returns unless they arrived faulty, damaged or incorrect:
- gift cards and digital downloads;
- personalised, custom-made or made-to-order items;
- perishable goods, and sealed goods unsuitable for return once unsealed for health or hygiene reasons — for example opened cosmetics, underwear, swimwear or earrings;
- items marked final sale, clearance or non-returnable on the product page or at checkout;
- hazardous materials;
- items damaged after delivery through misuse, accident or normal wear and tear.
If you are unsure whether an item qualifies, contact us before shipping it back.
04 How to start a return
- Email [SUPPORT EMAIL] with your order number, the item(s) you want to return and the reason.
- We reply within 1–2 business days with a return authorisation and the return address.
- Repack the item securely with all original contents and include the authorisation slip — or write your order number inside the parcel.
- Ship with a tracked service and send us the tracking number.
Please do not send items back before you receive authorisation. Unauthorised returns cannot be matched to your order and may be refused.
Return address: [RETURN / WAREHOUSE ADDRESS]
05 Return shipping costs
- Change of mind — wrong size, wrong colour, no longer wanted: you pay return shipping. Original shipping charges are not refunded, and any import duties or taxes are your responsibility.
- Faulty, damaged, incorrect or not as described: we pay return shipping. Contact us first and we arrange a prepaid label or reimburse reasonable tracked shipping against a receipt.
- We do not charge a restocking fee.
If a parcel comes back to us as undeliverable — wrong address, failed delivery attempt, or refusal to pay duties — we will contact you. We can reship at your cost, or refund the item value less the original shipping cost and any return-to-sender charges.
06 Damages and issues
Inspect your order as soon as it arrives. If an item is defective, damaged in transit, or not what you ordered, contact us within 48 hours of delivery with:
- your order number;
- photographs of the item and its packaging;
- a short description of the problem.
We confirm the resolution within 2 business days and arrange a replacement, exchange or full refund including shipping. If the carrier damaged the parcel, keep the packaging until the claim is resolved.
07 Exchanges
Exchanges are available within the same 14-day window, subject to stock. Email us with your order number and the item, size or colour you want.
If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference. If the item you want is out of stock, we offer a refund or store credit instead. You pay shipping on the first replacement sent out; we cover shipping on any later exchange caused by our error.
08 Refunds
Refunds are issued within 10–15 business days of the day we receive and inspect your return.
Timeline. When your return arrives at our warehouse we inspect it within 2 business days. If the refund is approved we issue it within 10–15 business days of receiving and inspecting the return, to your original payment method unless we agree otherwise in writing. Most refunds are issued well inside that window. If we have confirmed receipt of your return and you have not been refunded within 15 business days, contact us and we will investigate.
What is refunded.
- Approved returns: the price you paid for the returned item(s), plus any tax charged on those items.
- Faulty, damaged or incorrect items: item price, tax, original shipping cost and reasonable return shipping costs.
- Change-of-mind returns: item price and tax only. Original shipping costs are not refunded.
Partial refunds. We may issue a partial refund where an item is returned used, washed, damaged, incomplete or missing tags, or where only part of an order is returned. We always explain the deduction before processing it.
Payment method. Refunds go back to the original payment method. If that method has expired or been cancelled, contact us and we will arrange an alternative.
09 Late or missing refunds
If we have confirmed your refund but you cannot see it:
- check your bank account or card statement again — refunds can take a few days to appear after we send them;
- contact your bank or card issuer, as processing and posting times are outside our control and can add several business days;
- if you still cannot find it, email [SUPPORT EMAIL] with your order number and we will trace it.
10 Order cancellations
You can cancel free of charge any time before your order is dispatched, and within 2 hours of placing it if it has not yet entered production or packing. Email us as soon as possible with your order number.
If the order has already shipped, you can refuse delivery or return it under this policy. Personalised and made-to-order items cannot be cancelled once production has started.
11 Your legal rights
This policy sits alongside your rights under applicable consumer protection law and does not limit them. Those rights apply even where this policy says otherwise — for example where goods are faulty, not as described, not delivered within the agreed or statutory timeframe, or otherwise not in conformity with the contract.
Customers in the EU/EEA and the UK have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, and to a legal guarantee of conformity. Customers in Australia have rights under the Australian Consumer Law, including a remedy where goods are faulty, unsafe or significantly different from the description. Customers elsewhere keep the rights granted by their local law.
Where your statutory rights give you a longer period or a broader remedy than this policy, your statutory rights prevail.
12 Contact
For returns, cancellations, exchanges, damaged items or any question about this policy:
- [SUPPORT EMAIL]
- Response time
- Within 1–2 business days, Monday to Friday, [BUSINESS HOURS] [TIME ZONE]
- Business address
- [BUSINESS ADDRESS]
- Order number
- Please include it in every message so we can help faster