If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two-week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) using our hassle-free, 3-step returns process HERE.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub here, and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
Cancelling a contract under the Consumer Contracts Regulations
If you’re a customer in the EEA, you get 14 days to cancel your contract with us
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Write to us via post: 9 Tern Close, Mayland, Chelmsford, Essex CM3 6TW
If you’re canceling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps further below. You`ll then receive a full refund as per the policy.
For hygiene reasons, pierced jewellery is nonrefundable.
Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
UK Customers Only - How to return an item? and How much does it cost?
To return your product, you should post your product to:
9 Tern Close
Essex CM3 6TW
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £10, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without some form of tracking.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be posted to you.
If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver and he/she will find out about your return.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please use our Contact Form.