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*** We’re taking the current global situation around COVID-19 very seriously, and we would like to let you know that we are taking the necessary precautions to keep our staff, couriers and customers safe.
We remain open for business and deliveries will continue, but in response to the current UK government guidance to limit contact as much as possible we will be extending our shipping window. For the time being your online purchases will now be delivered within 3 - 10 business days. We will continue to monitor the official advice from the government, the WHO and the NHS and we will keep in touch as the situation changes.
We appreciate your support and understanding at this time, and send on our positive well wishes to you and your family ***
Our regular shipping terms are delivered between 3-5 business days from date of order placed. Once the order has been dispatched you will receive a tracking number via email.
Shipping to UK: £5
Shipping to EU: £8
International Shipping: £15
Shipping to Russia: £50
We offer Free Shipping on all orders over £500 - Please note discount can note be used in conjunction with other discount codes.
*** Please note that delivery outside of the UK may be subject to local import taxes, which are your responsibility where they apply ***
Our policy lasts 14 days. If 14 days have gone by since your receipt of purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tags and labels attached.
Every item is checked prior to dispatch and kept as a record. Any intentional damage to the product prior to return will be charged in full and cannot be returned.
To complete your return, please use the pre-printed DHL label included in your parcel and make sure to stick it it as well as the wallet containing the commercial invoice (if applicable) on the outside of the box.
Please click HERE to book a pick up and make sure you have you waybill to hand. Email us at email@example.com with any questions.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error cannot be accepted.
Any item that is returned more than 14 days after receipt of goods will not be accepted.
*** All discounted archive and special price items will be final sale and not returnable ***
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 10 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 contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged, or if the size is incorrect. If you need to exchange it for the same item, send us an email at email@example.com and we will send you further instructions. Please note while we offer free returns shipping for the initial exchange return, shipping cost is the responsibility of the customer as well as any additional exchange returns requests. You will be invoiced for the additional shipping charge.
We offer free return shipping. Please email firstname.lastname@example.org for further instructions.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
*** Please note that free returns shipping doesn't apply to Russian orders ***
LOST OR STOLEN PACKAGES
Once your items have been delivered and signed for at the address provided, they will no longer be covered under our insurance and we will not be responsible for any loss or damage incurred. If you are unavailable at the time of delivery, your courier will make two more attempts to reach you. Please take care to check your tracking number which you will receive as soon as the item has been dispatched.
When trying on shoes, please take care to stand on a carpeted surface to protect the sole of the shoes. We cannot accept returns on shoes with damaged soles. Please return all the items including the shoe box and dust bag, otherwise, it will not be accepted.
Jewellery must be returned in its original packaging, unworn.
Due to the intended purpose of this product, we will not be able to accept returns unless the item is damaged or faulty upon delivery to you.
SWIMWEAR AND INTIMATES
Swimwear and intimates must be returned with the adhesive strip and tried on over underwear, otherwise, they cannot be accepted for return.
We are very sorry if you’ve received a faulty item.
If your item is faulty, damaged in transit, or a manufacturing flaw, we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team.
We are very sorry if you’ve received an incorrect item.
If one of the items you received isn't what you ordered, please contact the customer care team to sort out a return for you, we will resolve the issue for you as quickly as we can and send you the correct item.
If one of the items in your order is not included, the item/s you ordered may have been out of stock. We recommend checking your emails including junk folders to check if we have sent you an email about this.
If an item is missing, please get in touch with the order number and the missing item's name and number.