Returns & Exchanges Policy

We want you to love your handmade pieces. If something isn’t quite right, we’re here to help.

Return Window

  • Tell us you’d like to return or exchange within 14 days of delivery.
  • After approval, please send the item back within 14 days.
  • Holiday extension: For gifts purchased between 15 November and 24 December, the “intention to return” window extends to 28 days from delivery.

Eligibility

To be eligible for a return or exchange, items must be:

  • Unused, unworn, and unwashed
  • In their original packaging with all tags/labels attached
  • Returned with proof of purchase (order number or receipt)

Non-returnable items (unless faulty):

  • Bespoke / made-to-order / personalised items
  • Hygiene-sensitive products (e.g., hair scrunchies) once opened or tried on

Faulty or Damaged Items

  • If your order arrives damaged or faulty, contact us within 48 hours of delivery with photos of the item, packaging, and shipping label.
  • Depending on the issue, we will repair, replace, or refund in line with your statutory rights.
  • Keep all packaging until we confirm next steps.

Exchanges

  • Exchanges are subject to stock availability.
  • If the requested item is unavailable, we’ll process a refund and you can place a new order for an alternative style/colour.

How to Start a Return

  • Email us with your order number, the item(s) you wish to return, and the reason.
  • We’ll reply with return approval and the return address (or offer a courier collection if available).
  • Pack items securely and include your order details inside the parcel.

Return Shipping Costs

  • If the item is not faulty, the buyer covers return shipping.
  • Original delivery fees are non-refundable (except for faulty items).
  • If you request a courier collection arranged by us, the collection fee will be deducted from your refund (we’ll confirm the amount in advance).

Refunds

  • Once we receive and inspect your return (usually within 2–3 working days), we’ll email you the outcome.
  • If approved, refunds are issued within 5–10 working days to your original payment method:
    • Card paid to courier: refunded back to the same card.
    • Cash paid to courier: refunded via bank transfer (you’ll need to provide account details) or as store credit, per your preference.
  • If the return does not meet the eligibility conditions above, we may decline the refund and return the item to you.

Courier Delivery Issues

  • If delivery cannot be completed due to an incorrect address or no answer, a re-delivery or return-to-sender fee may apply. We’ll notify you of any charges before proceeding.

Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including your rights in relation to faulty or mis-described goods.