returns & refunds
we want you to live in these pieces, not settle for them. if something is not right, you have two ways to send it back: the statutory right to cancel that the law gives you, and our own thirty-day window, which is longer and kept simple. both are set out plainly below.
last updated 5 june 2026
your statutory right to cancel
under the consumer contracts regulations 2013 you may cancel your order for any reason within 14 days of the day you receive the goods. you do not need to give a reason. to cancel, tell us within that window by emailing customer care, and we will confirm and send return instructions.
once you have told us you are cancelling, you have a further 14 days to send the goods back. we will refund you within 14 days of receiving the returned goods, or from the day you give us proof that you have sent them, whichever is sooner.
this statutory right sits alongside the thirty-day return below; you are always free to use whichever protects you more.
our thirty-day return
beyond the statutory window, we give you 30 days from the day your order arrives to return anything that is unworn, unwashed and in its original condition with the woven label still attached. this is our goodwill policy and it is more generous than the law requires.
keep the piece as you received it. the woven label is how we confirm a return is unworn, so please leave it intact. items returned worn, washed, altered or without the label may be sent back to you or refunded in part.
how to start a return
email customer care with your order number and the pieces you want to return. we will reply with return instructions and the address to send to. please wait for those instructions before posting anything, so we can track your parcel and refund you quickly.
we dispatch orders within two working days and ship tracked and insured worldwide, and we ask that returns travel the same way, on a tracked service, so the parcel is covered until it reaches us.
who pays for return postage
if you are returning a piece because you changed your mind, the cost of return postage is yours. we recommend a tracked, insured service, as the parcel remains your responsibility until we receive it.
if a piece is faulty, damaged or not what you ordered, we cover return postage in full. tell us at customer care and we will arrange or reimburse the cost.
how we refund you
refunds go back to the original payment method, in pounds sterling at the price you paid, with vat included. you will see the refund within 14 days of us receiving the goods or your proof of return, though it often lands sooner; how quickly it appears then depends on your bank or card provider.
where you paid only part of an order, or used a discount, we refund what you actually paid for the returned pieces.
faulty or incorrect pieces
if something arrives faulty, damaged or different from what you ordered, your rights under the consumer rights act 2015 apply on top of everything above. within 30 days of receipt you can ask for a refund; after that you are entitled to a repair or a replacement, and a refund if that cannot be put right.
email customer care with your order number and a photo of the issue. we will sort it without quibble, and we pay the return postage.
what we cannot take back
for reasons of hygiene we cannot accept returns of pieces that have been worn or washed, or where the woven label has been removed. made-to-order or personalised pieces cannot be returned unless they are faulty.
none of these exclusions affects your statutory rights if a piece is faulty, incorrect or not as described.