Returns & refunds

• Changed your mind? You have 14 days from receiving your order to tell us, and a further 14 days to send it back.
• Something faulty or not as described? You have 30 days to reject it outright for a full refund, and rights beyond that.
• Refunds are made to the payment method you used, within 14 days of the goods reaching us or of your proof of postage, whichever is sooner.

Everything below explains those rights in full. They sit alongside the Terms of Sale, of which this page forms part.

To cancel, simply tell us before the 14 days are up. Email [contact email address] with your order number, write to us through the contact page, or use the cancellation form in clause 08. A clear statement is enough — you do not have to use the form. Returning the goods without telling us also works, provided they are sent within the cancellation period.

Once you have told us, you have 14 further days to send the goods back.

You are welcome to examine a garment as you would in a shop — try it on, see how it hangs, check the fit. You are not entitled to use it beyond that, and we may reduce your refund to reflect any loss in value caused by handling that goes further: worn-in creasing, marks, scent, make-up, or missing tags and packaging.

Please return pieces with their original tags attached and, where practical, in the packaging they arrived in.

Changing your mind. You pay the cost of sending the goods back to us unless we say otherwise. We recommend a tracked service, because the goods remain your responsibility until they reach us and proof of postage is not proof of delivery.

Faulty, damaged or incorrect goods. We pay. Contact us before sending anything back and we will arrange or reimburse the return.

Outbound delivery. When you cancel the whole order, we refund the standard delivery charge you paid as well. If you chose a faster, more expensive service, we refund the cost of our standard option — not the premium. Where you keep part of an order, the delivery charge is not refunded.

The 14-day right to change your mind does not apply to:

• pieces made to your specification or clearly personalised, such as alterations or monogramming;
• sealed goods that are not suitable for return for reasons of health protection or hygiene, where the seal has been broken after delivery — underwear and pierced jewellery, for example;
• goods that were inseparably mixed with other items after delivery.

These exceptions never affect your rights where an item is faulty, damaged or not as described.

The Consumer Rights Act 2015 requires that what we send you is of satisfactory quality, fit for purpose and as described. If it is not:

• within 30 days of delivery — you can reject it and claim a full refund;
• after 30 days and within six months — you can ask for a repair or replacement, and a refund if that fails, which may be reduced to reflect the use you have had;
• beyond six months — you may still have a claim, for up to six years from delivery in England, Wales and Northern Ireland, and five years from discovery in Scotland.

Email [contact email address] with your order number and a photograph of the problem and we will put it right. Fair wear and tear, accidental damage and damage from not following the care instructions are not faults.

1. Email [contact email address] with your order number, saying what you are returning and why.
2. We reply with the return address and anything else you need.
3. Pack the piece securely with its tags, and send it within 14 days of telling us. Keep your proof of postage.
4. We inspect the return on arrival and confirm your refund by email. If we need to reduce it, we explain why first.

Refund timing. We refund within 14 days of receiving the goods back, or of the day you supply evidence that you have sent them, whichever is sooner. Refunds go to the original payment method, and we never charge a fee for making one. Your bank may take a few further days to show the money.

Exchanges. A different size or colour is not something the law requires us to offer, but we are happy to when stock allows. The quickest route is to return the original for a refund and place a new order, so your size is held straight away.

You may, but do not have to, use this form. Complete it and return it to us to cancel.

Tell us first — most things are resolved quickly by email. If we cannot agree, nothing on this page affects your right to take the matter further, and you may also seek free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.