Returns

Click here for our Returns Portal

7) REFUND POLICY (CONSUMER RIGHTS):

7.1 Our Website is only intended for sales to consumers. As a consumer, you have a legal right to cancel your order at any time before receiving the Order Confirmation or during a 60 days period from the order date providing that the product is in a resalable condition with tags and is unused. This means that if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can return your Product to us and receive a refund.

7.2 The cancellation right at clause 7.1 above does not apply in the case of certain Products, where this is indicated in the relevant Product’s description, or where the Product is perishable or is mixed inseparably with other items after its delivery. These Products include: underwear, swimwear or bra and knickers sets, pierced earrings or jewellery sets containing earrings or real body jewellery (unless the items have a manufacture fault or have been wrongly dispatched, in which case please contact us as mentioned below). Please read the Product description carefully before placing an order. Advice about your legal right to cancel your contract is available from your local Citizens' Advice Bureau or Trading Standards office.

7.3 To cancel an order of a particular Product, you just need to let us know that you have decided to cancel. The easiest way to do this is by contacting our Customer Service team by following one of the methods referred to on the Contact Us page of the Website. Further details and a link to the web cancellation form will be included in our Order Confirmation. We will e-mail you to confirm we have received your cancellation request.

7.4 Please include full details of your order in your cancellation notice to help us to identify it and process your request. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

7.5 If you cancel an order we will:

7.5.1 Refund you the price you paid for the Product(s) in that cancelled order to the same payment method which was used to purchase the Product(s) from the Website. If you used gift vouchers to pay for the Product, we may refund you in gift vouchers allocated to the same user account. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

7.5.2) Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). If you cancel and return every Product included within an order within the time limits set out at clause 7.1 you will be refunded your full delivery cost included in that original order. If only some of the items are returned then only part of your delivery costs included in that order will be refunded.

7.5.3 make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the Product back from you in its original packaging (or, if you have not received the Product from us, within 14 days after you inform us of your decision to cancel the order).

7.6 Returning your Product:

7.6.1 You must return the Product you wish to return for refund to us at the returns address specified on our Website without undue delay and in any event not later than 60 days after the day on which you let us know that you wish to cancel the Products in your order. Please see our Contact Us page for our returns address. If we have offered to collect the Product from you in the Order Confirmation, please refer to the further details provided. We will email you on receipt of the returned Product and process any return requests accordingly.

7.6.2 Unless the Product is faulty or not as described (in this case, see clause 7.8), you will be responsible for the full cost of returning the Product to us.

7.6.3 The original delivery note or full valid details of your order should be included in the returned parcel together with all labels/tags intact in order for the return to be processed correctly. Returned parcels can be held by the returns department and not processed if the parcels received cannot be identified by the details provided within the package.

7.6.4 You may use the original packaging if you still have it but if not, please pack your Products securely in suitable packaging material. Parcels may be rejected by us if they are received damaged due to unsecure packaging.

7.6.5 You can either send your Products back to us via post, or hand it to our authorized carrier (if this option is available to you as specified in your Order Confirmation). If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection, further details of which will be provided in the Order Confirmation.

7.6.6 If you return Products to us by post, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method which requires a signature on delivery. Any cases of non-delivery of returned Products will not be considered without a valid receipt for the full postage (including Royal Mail or any other courier service used).

7.7 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with these Terms and Conditions. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund or anything else in these Terms.

7.8 If you have returned the Product(s) to us and we are satisfied this is because they were originally faulty (other than as a result of improper use or maintenance by you), we will refund the price of the faulty Products, together with any applicable delivery charges and reasonable delivery costs you incurred in returning the item to us.

1: What is the time frame to take advantage of the refund option?

As a consumer, you have a legal right to cancel your order at any time before receiving the Order Confirmation or during a 60 days period from the date the order was placed.

2: Who pays the shipping cost on returns (customer or merchant)?

Customer will pay. You can either send your Products back to us via post, or hand it to our authorized carrier (if this option is available to you as specified in your Order Confirmation). If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection, further details of which will be provided in the Order Confirmation.

3: What is the policy for defective/broken product?

Yes, we offer replacement and refunds based on circumstances. you can return your Product to us within 60 days of the Order Date and receive a refund.

4: What is the policy for products which are not broken but the customer wants to return because they changed their minds about the purchase.

As a consumer, you have a legal right to cancel your order at any time before receiving the Order Confirmation or during a 60 days period from the date the order was placed providing that the product is in a resalable condition with tags and is unused. This means that if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can return your Product to us within 60 days of the Order Date and receive a refund.