Last revised · 18 June 2026

What This Page Covers

Every purchase should feel low-risk. If an item falls short of expectations, the aim is to make things right with as little fuss as possible. The sections below describe the general rules for sending items back, receiving money back, swapping for another variant, and reporting goods that arrive broken.

This page forms part of the general terms that apply to orders placed through this website. Where a product page states a different rule for a specific item, that specific rule takes precedence.

1. When an Item Can Be Sent Back

Most products may be returned within 30 days of the delivery date. A return is accepted only when all of the following apply:

• The product is unused, unwashed, and in the same condition it arrived in
• All tags, labels, and original packaging are present and undamaged
• The item has not been flagged as clearance, final sale, or last-chance stock
• The parcel is handed to the carrier before the 30-day window closes

The One Standard Exception

Made-to-order and personalised items fall outside the normal return process, unless they arrive damaged or show a genuine manufacturing fault.

2. Starting a Return in Three Moves

Requests are handled through the contact channel published on this website. The usual sequence is as follows:

1. Send the request. Use the support or contact route shown on this site, and include the order reference together with a short note on why the item is coming back.
2. Receive a return reference. The request is reviewed and, where it qualifies, a return reference number is issued along with packing and shipping instructions. Parcels that arrive without a valid reference cannot be matched to an order.
3. Pack and dispatch. Repack the product securely — original packaging is preferred — and send it to the address supplied with the reference.

• Return postage is met by the buyer where the item is intact and the order was fulfilled correctly
• A tracked service, or added cover, is strongly advised so that parcels lost or damaged in transit can be traced
• Items returned without prior notice may be declined or held pending clarification

3. How Long Refunds Take

Once the returned item reaches the warehouse and passes inspection, an approved refund is issued automatically to the original payment method.

• Allow 7–14 business days for the funds to appear on the statement
• The exact timing depends on the processing cycle of the bank or payment provider involved
• The original outbound shipping charge is not returned, except where goods were faulty or the wrong item was dispatched in error
• Currency conversion differences applied by a bank or card issuer sit outside the control of this site

4. Damaged or Faulty Goods

Orders are checked before dispatch. If a parcel nevertheless arrives broken, or a product carries a manufacturing defect, the matter is resolved at no cost to the buyer. To raise a claim:

1. Make contact within 10 days of delivery
2. Include clear photographs of the damage or fault, together with a short written description
3. Choose between a full refund and a free replacement, once the claim has been reviewed

Keeping the outer packaging and any inserts until the claim is settled can help speed up the review.

5. Exchanging for Another Variant

Where the same product is wanted in a different size, colour, or variant, an exchange can be arranged inside the standard 30-day window:

• Eligibility: the item must be unused, with all original tags and packaging intact
• Process: the same return workflow described above applies
• Fulfilment: once the returned item has been inspected, the requested variant is dispatched
• Availability: if the requested variant is out of stock, a refund is offered in its place

6. Categories Normally Excluded

For reasons of hygiene, safety, and handling, the following categories generally cannot be returned or refunded:

1. Engraved, monogrammed, or otherwise personalised products
2. Physical and digital gift cards
3. Intimate apparel and swimwear — accepted only if unworn and with all tags attached
4. Items that have been altered, repaired, or used beyond normal inspection

7. Clearance and Final Sale

Products labelled clearance, last-chance, or final sale on their product page are excluded from return, exchange, and refund. This is stated on the product page before purchase, and no exceptions are made for these categories.

8. Further Questions

For clarification on return rules, refund timing, or an exchange request, the team is glad to help. Please use the support or contact page published on this website, and include the order reference where one is available.