Returns
Our pieces ship to you directly from our fulfilment partner, so here is exactly how returns and refunds work. If anything is unclear, contact us before you send anything back.
1. Wrong, faulty or damaged items
If your order arrives damaged or faulty, if you received the wrong item, size or colour, or if something is missing, contact us within 14 days of delivery. Include your order number and clear photos or a short video of the problem, showing the label and packaging.
Once we've checked it, we'll send a replacement or give you a full refund, including any shipping you paid. Usually you won't need to send the item back. If we do need it back, we'll cover the return postage.
2. Late or missing orders
Every order ships with tracking. If your parcel seems stuck, contact us and we'll chase the carrier. If it still hasn't been delivered 45 days after dispatch (US) or 60 days after dispatch (UK and Australia), we'll resend it or refund you in full.
We can't refund or resend an order when:
- tracking shows it was delivered to the address you gave us. Check with neighbours and your local post office, then tell us within 7 days and we'll open a carrier investigation;
- the address entered at checkout was wrong or incomplete;
- the parcel was refused, not collected from the post office in time, or held by customs because duties or taxes weren't paid.
3. Changed your mind or ordered the wrong size
You can return unworn items within 14 days of delivery for a refund of the item price.
- Tell us first. Contact us within 14 days of delivery with your order number and the items you want to return. We'll send you the return address and instructions. Parcels sent without a return authorisation can't be matched to your order.
- Condition. Items must be unworn and unwashed, with the original tags and packaging.
- Return postage is paid by you. Returns go back to the fulfilment partner that shipped your order. Depending on the item this may be in the US or overseas, so postage costs vary. Use a tracked service and send the parcel within 14 days of telling us.
- Refund. Once we receive the item or your tracked proof of postage, we refund the item price within 14 days. Original shipping charges are refunded only where the law requires it (for example, for UK orders).
- Hygiene. Earrings, and swimwear with the hygiene liner removed, can't be returned unless they're faulty.
- No direct exchanges. To change a size or colour, return the item and place a new order.
4. Cancelling an order
You can cancel for a full refund until your order has been passed to our fulfilment partner, usually within 24 hours of ordering. After that it can't be cancelled, but you can return it as described in section 3.
5. How refunds are paid
Refunds go back to your original payment method, for the amount you actually paid after any discount. Depending on your bank, they can take 5–10 business days to show.
6. Your legal rights
This policy doesn't affect your statutory rights. Customers in the UK and Australia also have rights under local consumer law, including for faulty items.