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Refund and Returns Policy
Our 30-day return window, what condition we require, and how to start a return.
The short version
You may return most items within 30 days of delivery for a refund, provided they are unworn, unused and still have their original tags attached. Contact us at [SUPPORT EMAIL] before sending anything back.
Returns window
The 30 days window runs from the delivery date recorded by the carrier. Returns received after the window has closed may be refused or, at our discretion, accepted as a store credit.
Condition we require
- Unworn, unwashed and unused, free of odours, stains, makeup marks and pet hair.
- Original tags attached and the original packaging included where possible.
- Footwear must be tried on indoors only; the outsole must show no wear.
- Bags and accessories must be returned with any dust bag, strap or pouch supplied.
- A receipt or proof of purchase (an order number is enough).
What cannot be returned
- Items marked final sale or clearance.
- Gift cards.
- Earrings and other pierced-jewellery items, for hygiene reasons.
- Items that have been altered, repaired or dry-cleaned after delivery.
- Made-to-order or personalised items, unless they arrive faulty.
How to start a return
Email [SUPPORT EMAIL] with your order number and the reason for the return. We will reply with a return authorisation and the address to send the parcel to. Do not ship anything back before you receive that authorisation — unauthorised parcels may be refused.
Return shipping
- Faulty, damaged or incorrect items — we cover return shipping and send a prepaid label.
- Change of mind — return shipping is at your cost. We recommend a tracked service, as we cannot refund a parcel that never reaches us.
Refund timing
We inspect every return within 3 business days of receiving it. Approved refunds are issued to the original payment method within 5 business days of approval. Depending on your bank or card issuer, it can take a further 5-10 business days for the credit to appear on your statement.
Late or missing refunds
If your refund has not appeared after 10 business days, check your bank account again, then contact your card issuer — processing times are set by them, not by us. If it is still missing, email [SUPPORT EMAIL] with your order number and we will investigate.
Exchanges
The fastest route to a different size or colour is a return plus a new order — it reserves the item you want before it sells out. If you would prefer a direct exchange, tell us when you request the return authorisation; exchanges are subject to stock availability.
Damaged, defective or incorrect items
Please inspect your order on arrival and contact us within 7 days of delivery if anything is faulty, damaged or not what you ordered. Include your order number and photos of the item and the packaging. We will arrange a replacement or a full refund, including any shipping you paid.
Made-to-order items
Made-to-order and personalised pieces are produced specifically for you and cannot be returned for change of mind. Your statutory rights are unaffected: if such an item arrives faulty or materially different from its description, we will repair, replace or refund it.
Your statutory rights
Nothing in this policy limits any right you have under consumer law in your country, including rights relating to faulty or misdescribed goods. Where those rights are more generous than this policy, they prevail.
Contact
Returns and refunds: [SUPPORT EMAIL]. We answer every returns enquiry within 2 business days.