Delivery & Returns Policy
|UK||Standard||2-5 working days||£3.99 (FREE on orders over £60)|
(If placed before 5pm)
|Following day if order placed before 5pm (excluding Sunday & Bank Holiday)
Guaranteed Special Next day delivery
|within 3 – 10 working days|| £10.15 Europe
£17.99 Rest of the world
FREE on orders over £150
£21.30 Rest of the world
* Delivered the next day (excluding Sunday & Bank Holiday) as long as the order is placed before 5pm on that day. Orders placed after 5pm will be dispatched the next available working day. Orders placed after 5pm on a Friday will be dispatched on the following Monday.
A more detailed description of each service is available below.
Selecting the Standard service ensures that you will receive the goods within 2-5 working days. The standard service costs £3.99 and a signature may be required on receipt. Delivery is currently free on orders over £50.
2.Next Day Delivery
The next day service will ensure you receive the goods between 8am and 8pm Monday to Friday and 8am and 6pm Saturday, providing you place the order before 5pm. Orders placed after 5pm during Monday to Friday will be delivered within 2 working days. The cost of the next day service is £6.99 and a signature on receipt is always required.
Guaranteed next day service will ensure you receive the goods next day between 8am to 8pm Monday to Friday and 8am to 6pm Saturday providing your orders are placed before 3pm Monday to Friday. The cost of guaranteed next day service is £7.55 and a signature on receipt is always required.
Next Day deliveries are not made on a Sunday and Bank Holiday
We will deliver to many countries around the world, and this service is currently FREE to all destination countries on orders over £150.
No tracking is available on Standard International Orders and a signature may be required on receipt. If for any reason your parcel does not reach you in the stated time, please allow up to 25 working days from the date you have received your dispatch email to contact us, at which point we will be able to resolve your issue for you. Please email firstname.lastname@example.org with your order number and delivery details to help us resolve the issue as quickly as possible.
Any Customs or Import Charges are payable by the customer and charged once an item has arrived in its destination country; such charges are separate and additional. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country.
We would advise that you find out what these charges may be before placing your order.
Please note that you must comply with all applicable laws and regulations of the country for which the product(s) are destined. We and/or the brand will not be liable for any breach by you of any such laws.
The term “working days” applies to Monday-Friday. Saturday, Sunday and Bank Holidays are not classed as working days for deliveries. Next Day service orders placed on Saturday, Sunday and Bank Holidays will be dispatched on the next available working day. Please note that, in the event of industrial strike action by our delivering partners, we cannot guarantee delivery in the stated time frame. Please contact us for further information if required.
Returns & Refunds
The returns and refunds policy forms part of our general terms and conditions, and further clarification should be sought from that document.
1.Returning an item by post
1) Select the reason code relevant to the item being returned – a list of reason codes can be found on your returns note.
2) Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.
3) Contact customer services at email@example.com to request a pre-paid postage label and attach this label to the exterior of your parcel – please ensure any original delivery labels are covered.
Then simply take to your nearest Post Office, ensuring that you obtain Proof of Postage when returning.
2.Exchange instead of a refund
Unfortunately we don’t offer exchanges online right now. You can return your item to us for a refund, and then place a new order for the items of your choice.
3.Do I have to pay for returning an item?
We offer FREE Returns on all UK orders (free returns will not apply to items below £15 (even if the item is part of a multiple item order) or discounted and sale items). If your order has been dispatched to an address outside the UK, we unfortunately cannot offer you a Free Returns service. Return postage for orders delivered outside the UK are paid by the customer. Please see the ‘Refunds Policy’ for more information.
4.When will I receive my refund?
We will process your refund as soon as we possibly can; please allow at least 7-10 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount once the goods have been received by us and checked. After you receive the refund confirmation email please allow for at least 5 working days for the money to be returned to your account.
Please note that your card issuer or bank is responsible for crediting your account, therefore we do not have any control over this time frame. If your card has expired or has been declined we will contact you to arrange an alternative method of payment.
5.Misplaced returns note
If you have misplaced your returns note, please email our Customer Care team on firstname.lastname@example.org and we can have a replacement one sent over to you.
6.Refunds on delivery charge
Unfortunately, we do not refund the delivery charge unless the full order was received faulty or you have cancelled your order before dispatch.
7.Received an incorrect or faulty item?
We’re sorry to hear that you’ve received an incorrect or faulty item!
Please contact our Customer Care team on email@example.com stating your order number and items that are incorrect/faulty and we will look into this for you.
Under the Distance Selling Regulation, you have 14 (fourteen) days from the day of receipt to cancel your order. Cancellation must be made in writing, either in email or letter format. Our postal address can be found below. All items must be returned to the address below using the returns label provided (with the exception of deliveries outside the UK). Once we have received your return and checked it, we will refund the total value of the item subject to it being of satisfactory condition. We cannot accept liability for any communication that has not reached us and it is your responsibility to ensure we have received your cancellation request in time.
1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 14 days from receipt. The items must be in an unused condition. We will offer a full refund upon receipt. Unfortunately for International returns we cannot offer a refund on postage costs. Some products (such as earrings) will be non-returnable due to hygiene reasons – these items will be clearly marked on the website.
1.2 Select the reason code relevant to the item being returned – a list of reason codes can be found on your returns note.
1.2.1 Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.
1.2.2 Post to the address below:
13 Holland Road
2.Faulty or wrong item
2.1 If you receive a faulty or damaged item and you want to return by post you must email us at firstname.lastname@example.org, stating the order number and the reasons for wanting to return the item. On receipt of the email we will review the case and if appropriate ask you to return the item to us.
2.2 If you receive an incorrect item you must email us at email@example.com, stating the order number and the reasons for wanting to return the item. On receipt of the email we will advise the next steps.
3.1. We offer free returns on all UK orders. (free returns will not apply to discounted and sale items) Unfortunately, if your order was dispatched to an address outside the UK we cannot offer you a Free returns service.
4.All Postal Returns
4.1 To ensure that goods are received by us safely you must:-
4.2 wrap the item or items adequately and make sure they are sealed;
4.3 ensure that the correct Returns address is clearly marked on the package;
4.4 ensure that you get a certificate of posting from the Post Office as proof of postage. The certificate of posting is a free service available at all Post Offices.