Returns & Exchanging
How long do I have to return an item?
You have 14 days from the day you receive your order to tell us you would like to return it, then a further 14 days to send it back to us. Items must be unused and in their original packaging for a full refund.
Do I need to pay to return my item?
For a change of mind, yes. You are responsible for the cost of sending the item back, and the original delivery charge is not refunded once your order has been despatched. We recommend a tracked postal service that insures you for the value of the parcel, as we cannot accept responsibility for returns lost in the post.
If an item has been handled beyond what is needed to inspect it, or its original packaging is missing or damaged, a restocking fee of up to 10% of the item price will be deducted. If an item shows clear signs of use, 50% of the item price will be deducted.
What if my item is faulty, damaged or wrong?
Please contact us as soon as possible after delivery with your order number and photos. No restocking fee applies, and we will offer a replacement or a full refund. Within the UK we will send you a free return label if we need the item back. We are not able to send return labels outside the UK, so please contact us first and we will let you know how to proceed.
How do I return an item?
Log in to your account, open the order, and select the option to create a return. You'll receive an email once your return has been accepted, with everything you need to get the item back to us. Please wait for this email before posting anything, as we're not able to process anything sent back before a return has been raised and accepted.
If you ordered via Etsy, or can't raise a return through your account for any other reason, please contact us and we'll help. eBay orders must be returned and refunded through eBay's own return system.
Gift cards and E-Vouchers are non-refundable, but we are happy to exchange them to the value purchased. Bespoke, custom and personalised pieces cannot be returned.
How do I exchange items?
Raise it the same way as a standard return: log in to your account, select the return option on your order, and let us know in the notes that you'd prefer an exchange. We'll confirm the next steps once it's been accepted.
Have you received my returned goods?
Returns are processed twice a week, on Tuesdays and Fridays. As soon as your refund has been processed you'll receive an email to confirm it, or if you've requested an exchange, an email once the replacement item is on its way to you.
Returning a hired item?
Hired items are charged at the full product price plus a £10 hire fee. If the item is returned to us within 30 days of delivery, we refund half of the product price. The £10 hire fee is not refundable.
