Returns Policy

You have 28 days from delivery to tell us you want to return something. You don't need to give a reason. Then you have 14 days from the day you ask to post it back. If your order arrives in parts, the 28 days run from the last parcel. That is longer than the 14 days the Consumer Contracts Regulations 2013 require, and your statutory rights are not affected.

Beauty products (cosmetics, skincare, fragrance and similar) are sealed for health and hygiene reasons. While the hygiene seal is intact and the item is unopened, you can return it within 28 days of delivery like anything else.

Beauty products sealed for hygiene can't be returned once opened, unless they are faulty. This follows the Consumer Contracts Regulations 2013, which let sealed health or hygiene goods be excluded from the standard right to cancel once they are unsealed. Your statutory rights, including your rights if an item arrives faulty, are unaffected.

Returning an item is straightforward:

• Log in to your account and go to Orders.
• Open the order and tap Get help with this order, then Return items.
• Select the items and tell us the reason.
• The seller will confirm your return and provide a return address or label.
• Post the item back within 14 days of asking, in its original condition with all tags attached.

If you have changed your mind, you pay the return postage. If the item is faulty, damaged or not as described, the brand pays, and we will give you the postage back if you paid it.

We refund your original payment method within 14 days of getting your item back, or of you showing us proof that you posted it, whichever comes first. In practice, most refunds are processed within 5 working days.

If you return your whole order, we refund the original delivery charge too.

You will receive an email confirmation when your refund has been processed. Please allow 5 to 10 working days for the amount to appear in your account, depending on your bank.

Your rights for faulty goods last longer than the 28-day return window. Under the Consumer Rights Act 2015, if your item is faulty, not as described, or unfit for purpose, you have the right to a full refund if you notify us within 30 days of delivery. After 30 days you may be entitled to a repair or replacement.

The quickest way to flag a faulty, damaged, incorrect or not-as-described item is from your account: open the order, tap Get help with this order, then Report a problem. You can add photos and tell the seller whether you would like a refund or a replacement. You do not need to send anything back unless they ask you to.

Prefer to email? Reach us at [email protected] and we will sort it. Either way, there is no cost to you for a faulty or incorrect item.

The following items cannot be returned unless they are faulty:

• Pierced jewellery, for hygiene reasons
• Personalised or made-to-measure items
• Beauty products sealed for hygiene, once opened
• Swimwear and underwear where the hygiene seal has been removed

Items must be returned in their original, unworn condition with all tags attached and in the original packaging where possible. Items that show signs of wear, washing, or damage caused after delivery may not be accepted and could be returned to you.

For any returns questions, email us at [email protected] and we will get back to you within 1 working day.