ALL SUCCESSFUL REFUNDS WILL BE PROCESSED WITHIN 14 WORKING DAYS!
We want you to be happy with your every purchase with us. That is why we offer our customers a fantastic and open exchange/credit voucher policy.
You have 14 days to return your item(s) to ensure an exchange/credit voucher, when you purchased your online order. The item(s) just needs to be new, unused, in a saleable condition in its original packaging, and with all the labels, tags, any security devices or seals intact.
Please note all returns incur a handling charge of £4.99. Postage (Both ways) is paid by the buyer and its non refundable.
You, the customer are responsible for the return postage cost. Please include your order number, name & address inside the parcel so we can identify who has returned the item. We recommend you return all items by a service which is tracked – i.e. Royal Mail recorded delivery. Please remember to get a proof of postage receipt.
All items are dry clean only. Returns will not be accepted if it transpires outfits are worn, the tags have been taken off, the items have been cleaned via other methods and thus damaged etc. We reserve the right to decide this.
Refunds are only processed for orders that are cancelled within 24 hours. Products that are damaged or faulty. Refunds will not be processed for the following reasons;
- Damaged Due to Fitting
- Colour Variation
- Cut Variation
- Pattern Variation
- Sizing Issue’s
- Accessories Displacement (This will not be classified as a fault, as majority of our items are hand embroidered and therefore fragile in nature)
- Missing Accessories (i.e. beads, pearls, stones or any bits that are not supplied by the designer or manufacturer)
Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you can only exchange a product for the amount paid.
If the order contained a free promotional gift, the gift must be included with the return of any related items.
In some instances, we are sadly unable to offer exchanges. These include sale, personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights.
As a guideline, the following examples are not covered by our returns policy:
- Sale items
- Made to measure, altered, or personalised products
- Made to order products
- Pre-Ordered products
- E-vouchers and gift cards
- All personalised products cannot be returned or refunded unless the item is faulty or damaged
- Sale products
Some of our brands have their own return policies, however this may be subject to change from time to time. For more details please contact Customer Services via Whatsapp, Messenger or firstname.lastname@example.org
INTERNATIONAL TAXES, DUTIES AND DELIVERY CHARGES
For orders shipped outside of the European Union, please note that we cannot return any taxes, duties or delivery charges associated with your order. You will be refunded the Tax-Free price of the products returned.
Certain countries operate schemes for consumers to reclaim import taxes and duties, however this will require a specific application by you to your local government or authority. We are unable to support these applications or support the return of import taxes and duties in countries that do not offer this scheme.
PayPal refunds usually take five days from receipt of the email for your account to be credited, however some payment providers and payment types can take up to 14 days to credit your account.
Complete the form below and our team will get back to you as soon as possible.