Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We aim to ensure that all our items are posted to you in the condition you expect to recieve them in. However if you have recieved an item which is damage and was not either accurately described or the damage was not mentioned then we will refund you.
Due to the nature of our business in selling one off pre-loved items - exchanges or refunds cannot be given due to not fitting as we cannot swap your item for another size or colour. If you have any queries about sizes or colours etc - please contact us. However refunds can be given if we have made a genuine mistake in selling to you the wrong size i.e. the website listing states one size and the clothes label states another.
We try our very best to describe the condition of all our items individually. All of our items are pre-loved / used items, so they will not be immaculate new condition as when they leave their manufacturers - however if you are unhappy please contact us at firstname.lastname@example.org and we will be happy to help.
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.
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. Exchanges or refunds cannot be given due to not fitting as we cannot swap your item for another size. Refunds can be given if we have made a mistake in selling to you as the wrong size from what the clothes label states.
Exchanges (if applicable)
Unfortunately due to majority of the items being pre-loved, we do not hold stock of the same item in several sizes or colours etc. Please ensure at the checkout that you are purchasing the item you want in the correct size. If you have any queries about the size please do contact us. We can exchange your item for another if need be, however we cannot cover the postage costs.
Exchange and Refund Shipping
Please contact us at email@example.com if you need to post back to us. Please consider using a trackable shipping method.
You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. (Unless it is our mistake - then we will cover the postage cost) If you receive a refund for your item(s), the cost of return shipping will be deducted from your refund.
Missing / Damaged Parcels
All parcels are sent tracked either through My Hermes or Royal Mail. If your parcel has not arrived within 7 days of ordering with us please get in contact with us through social media or emailing us at firstname.lastname@example.org and we can take a look into the delay through the tracking information. If the parcel unfortuantly seems missing in transit - we shall chase this up with the delivery company to either get the parcel to you or a replacement if available, otherwise a full refund - this can take up to 4 weeks due to liasing with the delivery company and their couriors.
If your parcel has arrived to you damaged - please report this to us within 48 hours of delivery. We will also require photographs of the damage including item damage, delivery packaging damage along with your name and address clearly seen on the damaged parcel. We will then contact the delivery company on your behalf for compensation or replacement if available - this can take up to 4 weeks due to liasing with the delivery company and their couriors.
All parcels are sent tracked and we will be able to provide photos of signatures (if the parcel was sent signed for) or proof as to a safe location your parcel has been left by the delivery driver. Once parcels have been tracked as "delivered" we unfortunatly cannot make a claim on your behalf unless the item or parcel has been damaged (please see details above regarding damaged parcels). If you have an issue with your delivery or delivery driver once the parcel has been delivered - please do let us know and we will do our best to provide you with all the information regarding your parcel for you to continue and put forward a complaint with them.