We know that sometimes purchases don't go to plan....  

If you wish to return an item for Exchange or Refund, please use our ONLINE RETURNS SUPPORT CENTRE within 7 working days of receipt.  Our Returns Support Centre will guide you through our Returns procedure and provide you with a printable personalized Returns Label and Packaging Slip.   Please have your Sales Receipt to hand.

1)   Read notes at the foot of your Sales Receipt.
2)   Read the Returns Policy carefully.
3)   Enter our Returns Support Centre and report any pending Exchange/Refund to us, within 7 working days of receipt.
4)   Next, return the item to us - within 7 working days for Exchanges/28 days for Refunds - and retain proof of posting.  

Exchanging an item
To exchange one item for another in our Collection, please detail which item you are returning and which item you require in exchange on the Returns Support form and submit the form, within 7 working days of receipt.   Post the item to be replaced, within 7 working days of receipt, retaining proof of posting, to receive free shipping.  (Please see below re packaging advice)   It is unnecessary to place another Order.   Any price difference will be automatically calculated and customers will either receive a refund, or be issued with a payment button for any balance due.   The exchanged item will be despatched as soon as we receive the returned item, with free shipping, via Royal Mail First Class Recorded Delivery or Airmail Delivery overseas for items returned within 7 working days.   Goods received for Exchange beyond the 7 working day limit, will incur a delivery charge for the Exchanged item.

Returning an item for Refund
To return an item for Refund, please detail the item you are returning on the Returns Support form, within 7 working days of receipt and return the item to us, within 28 days of receipt, retaining proof of posting.  (Please see below re packaging advice)

Cancellation Rights
In accordance with current Distance Selling Regulations, if a customer wishes to exchange or return goods bought online, they should follow the guidance given on their Sales Receipt, within 7 working days of receipt.  Please note that a customer's cancellation rights end at the end of the statutory time limit of 7 working days after receipt of online goods.    

Once pending returns are reported to us via our Returns Support Centre within 7 working days of receipt,  items must then be posted to us (within 7 working days of receipt for Exchanges/28 days of receipt for Refunds), in unworn, unmarked, resaleable condition with labels intact and in original inner packaging.  Fresh outer packaging must be purchased and be fastened securely - please note we are not obliged to accept Returns which are badly or carelessly packaged and hence open to abuse by others in transit.  Costs for posting any such Return will only be reimbursed if we inadvertently sent a wrong item.    It is always advisable to obtain proof of postage via tracked delivery when returning goods, as such goods remain the Customer's responsibility until such time as we receive them.

If a customer fails to return an item to us, or returns goods at our expense,  we will charge the customer the direct costs of recovery we incur.   In the event that goods returned are not in fully resaleable condition, we reserve the right not to provide an Exchange or  Refund at all (in which case the customer will be responsible for the cost of such goods being returned back to them) or will deduct up to 85% of the original selling price from the amount refunded.   Additionally, if a customer ordered additional charges when they placed their Order, ie: gift-wrapping etc, the cost of such additional charges will be withheld from any refund.   We will not accept liability for visible damage which was not reported to us within 1 working day of receipt by the customer.  Goods sent in error should be reported to us within 1 working day of receipt.   Orders placed from swatches issued by us and later returned (either in part or total) as being the Wrong Colour or Unsuitable, will incur a deduction of £7.25 for the swatches issued.   If a customer returns goods to us without first completing a Returns Form online within 7 working days of receipt, they will be liable for a deduction of £7.25 per item and in some cases we may be unable to accept the return at all, so we would urge all customers to please follow the points above, with care.   Goods received for Exchange beyond the 7 working day limit, will incur a delivery charge for the Exchanged item.   Goods received for Refund beyond the 28 day limit, will not be accepted for any reason whatsoever.   Bespoke items cannot be refunded unless the item was found to be faulty upon receipt, or if we inadvertently sent a wrong item.