Sarah Zaaraz

Return & Exchange

Returning an Item

Firstly, send the items back to within 7 days of receipt of your purchase.

Customers are advised to use a Royal Mail signed for service when returning items to ensure items are returned safely strongly recommend you use a tracked service to get items back to us – can’t be held responsible for returned items that go missing in transit. We will process your return as soon as we can – in most cases within 14 days, but always within 28 days of receipt.

We strictly do not accept items returned after 14 days unless a valid reason such as medical or personal is provided.

If an unwanted item is returned late after 14 days without a valid reason, then we reserve the right to refuse the item. Items that are designated as having been refused by us, will be returned back to the customer provided return postage fees are paid in advance.

Customers are advised that they are fully responsible for ensuring all item/s are returned safety, properly packaged intact, unused condition.

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 in the form of a credit note, and a credit note will automatically be emailed to you within 5 working days, however please allow a maximum of 15 days during busy periods.
Please note: We only offer refunds in the form of a credit note.
Sale items: Items on sale are not eligible for a refund or exchange

Exchange in the event that you would like to exchange an item, we may consider sending the first exchange with subsidised shipping to you (up to £4.95 – UK Customers / up to £19.99 – Non UK Customers). Any subsequent exchange is not be allowed (unless the item is deemed faulty or damaged)

When returning your item(s), clearly indicating your Name, full address and order details if available.

You will be responsible for paying for your own shipping costs for returning your item unless the item which you have received is incorrect or faulty. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. This also applies to orders which have availed of free shipping. Items should be returned in their original packaging with product tags/tickets attached. Once your order has been prepared for dispatch or has been dispatched, we may be unable to change the delivery addition postal charges apply.

For any further queries on shipping and delivery, please contact 02087677000

Incorrect item Received
In the unlikely event that the wrong item is sent to you please contact our customer services team who will instruct you how to return the item. Please remember that:

Item/s to be returned second class recorded/tracked service only. We strictly do not re-in burse any costs for any other postal service.

We cannot dispatch a new item unless we have received the wrong item back to and inspected its condition.

We will refund shipping costs for second class tracked service only provided that the item is in new and unused condition when we receive it and you have followed our return instructions.

Please note, it is never our intention to send incorrect items to our customers, however on rare occasions due to ‘human error’ mistakes can happen.

However, we will always endeavour to rectify any problems as a matter of priority. If your complaint is upheld, then we will refund you the cost of returning the items second class post only.

Unwanted items

Unwanted item is an item purchased and deemed unwanted by the purchaser. The item must be returned unopened, and in re-sellable condition. If the item has been opened, or the item has been modified, used, or damaged we will not be able to provide a refund / replacement. We will only refund the cost of the item only.

Faulty items

A faulty item is one that is faulty due to manufacturing fault only. If the item has been misused, abused, damaged through use or otherwise modified we will not be able to provide a refund If the product is faulty we will issue you with an Returns reference number and advise you on the most suitable way to return the goods.

Unwanted products – European Distance Selling Regulations (DSRs)

By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day after receipt of the order.

If you wish to cancel your under the DSRs we ask you to please notify us quoting your name and order number.

We will then arrange for you to be refunded accordingly.

Where you are cancelling your order within this cooling off period we will refund the cost of the item and the cost of sending the item to you as follows:
We will not refund the cost of gift-wrapping, your costs in returning the item to us, and other services provided to you in connection with your purchase (Eg express Delivery) unless you are returning the item to us because of an error on our part.

Unwanted Products – Custom-made and other Exempt Products

Due to the bespoke nature of Custom-made and other exempt products, we are unable to offer any refund or exchange. And due to their nature they are not subject to the right to cancel under the distance selling regulations.

This does not affect your statutory rights.