returns and refunds
At this time we do not accept returns or exchanges. The only way the refund will be provided is due to a defective or broken item. This does not include after the item has been used. We will refund the price that you paid for the Items taking into account any discounts or promotions applied when you purchased the items. The refund will not include any delivery charges you have paid. All refunds will be made using the same method of payment you used to purchase the Items. The refund could only be made after proof has been shown the item arrived defective or broken. Email firstname.lastname@example.org if there are any questions or if you received a damaged item. You need to provide:
- Proof that order arrived defective or broken;
- The items are unworn and unwashed (and there are no signs of transfer of any make-up, or other stains);
- If shoes, the items are unworn and show no signs of wear;
- The Items have all tags attached and are returned with correct despatch and order information.
Please note that this policy only applies to items you have purchased on the Site.
cancelling your contract – eu customers only
If you are a European Union customer you also have the right to cancel your contract with us and return your Items by post within 14 calendar days from the day after the date you received your order. This right does not apply to Items that cannot be returned for hygiene reasons or Items where an applicable hygiene seal has been removed (e.g. makeup, underwear, swimwear or pierced jewellery). You can cancel your subscription for the Delivery Service within 14 days of your placement of the order for that service, as stated under the “Refunds and Returns” section above. To cancel your order you must inform us of your wish to cancel in writing either using the Cancellation Form or by writing to our Customer Care Team at email@example.com If you are emailing us please include details of your order to help us to identify you including your name, address and order number.
You must take reasonable care of the items. Whilst you may inspect the Items when they are in your possession you must not use them.
You will be responsible for returning the items to us including the the cost of returning the items using a courier or other postal method.
You should return the Items in their original packaging wherever possible, as soon as possible after informing us of your wish to cancel. We will not be responsible for any loss or damage to Items that occur before they are returned to us including where they are lost or damaged in transit.
Save in respect of the Delivery Service, if you cancel your contract you will be refunded the price you paid for the Items within your order and a proportion of the delivery charges you paid up to the cheapest and most common method of delivery available to you at the time. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Items, if this has been caused by your handling, including any loss or damage that occurs during transit. In respect of the Delivery Service, you will only receive a refund if you have not used the Delivery Service within the Delivery Service Cancellation Period. The refund will be made to the original method of payment you used, within 14 calendar days of our receipt of the cancelled Items if earlier, within 14 days from the day we receive proof of return from you.
Please note if you do not wish to cancel your entire contract and just want to return some of the Items in your order you can return them in accordance with our standard returns policy.
The above does not affect your statutory rights.