What is your returns policy?
We offer all customers 21 days from the date you received your order to request and return an item (exclusions do apply, see the list of exclusions below). We are fair and equal to all customers and so this timescale is to be abided by all customers.
How do I exchange an item from my order?
Please contact us in the first instance to request a returns code along with details of the item you wish to exchange and any new size. A member of our team will email you with details on returning the item to us. A postage charge of £4.00 is applicable on all exchanges. This is to cover the costs of sending the exchange.
Exchanges are for mainland UK customers only. If you are based outside of mainland UK, please place a new order and request to return for a refund.
How do I return an order for a refund?
As above, please contact us in the first instance to request a returns code and to outline the details of the order or item you wish to return. A member of our team will email you with details on returning the item to us.
How do I return an item to you?
All customers will receive a self addressed label attached to their paper invoice enclosed inside your original parcel. Once you are ready to return, simply attach this to the front of your parcel and return it via your chosen postal service. You are responsible for the return costs, so for your peace of mind we recommend you return your items via a trackable service.
How long do refunds or exchanges take?
We process all exchanges the same day we receive them (working days only) so you can expect a quick turnaround of your exchange. All refunds are processed the same way and are refunded to the original payment method.
Are postage fees refunded?
Unfortunately, we do not refund postage costs / delivery upgrades as these are direct costs made payable to the delivery companies to provide you with the service that you requested from them.
I have received a faulty or damaged item
In an unlikely event that an item is delivered to you damaged, faulty or not as described item(s), please notify us via email or telephone within 24 hours so we can arrange for a replacement to be put aside. We will require the item to be returned back to us to enable us to inspect and then a refund of your return postage charge will be processed and a replacement sent immediately.
Please note that replacements are on a like for like basis only - the exact item and size. If the item you state to be faulty or damaged is no longer required or a different item / size is required, please follow our normal returns procedure.
Inspection of items
Pack your items for return in the same condition as you received them (items are inspected when received by us. Please see inspection of items below). Any item that is returned to us must adhere to the following:
REFUNDS ON DISCOUNTED ITEMS
If you qualified for a discount, this will mean that you were given a multi-buy saving (purchased multiple items to qualify for a discount). If you decide to return one of the items for a refund and your order is still within the qualifying promotion, you will be refunded for the discounted price you paid. If your order falls below the qualifying promotion, you will no longer be entitled to the discount. Your order will be recalculated to full price of the remaining item(s) and the discount will be deducted from the returned item.
Any item that contributes to an effect in hygiene will be excluded from our returns policy if they have been removed from their packaging and the seal is broken, eg. frilly knickers, headbands, socks and tights. Tags, product packaging and sealed packaging form part of all of our products so the right to return will be revoked if any of these have been removed or tampered with.
Any item handmade, made-to-order or custom made will be excluded from our returns policy. Cancellation rights only apply prior to commencement of work as the actual item is not stocked and specifically made for you, eg. Millie Grace, Busy B's Bridals, Lacey Bell.