Refund & Returns Policy

This policy covers orders placed through this website. Nothing on this page limits your rights under the Consumer Guarantees Act 1993 — where those rights apply, they apply regardless of anything written here.

If you've changed your mind, or the size isn't right

You have 7 days from the day your order is delivered to send something back because it doesn't fit or isn't quite what you hoped for. This is our own policy rather than something the law requires, and we offer it because buying clothes online without trying them on is genuinely hard.

To come back for change of mind, an item needs to be unworn and unwashed, with its tags still attached and in its original packaging. Trying something on to check the fit is fine — that's what the 7 days are for.

Return postage on a change-of-mind return is yours to cover, and we'd suggest a tracked service: until the parcel reaches us it's still your risk. Once it arrives and we've checked it over, we'll refund what you paid for the item to your original payment method. The original shipping charge isn't refunded on a change-of-mind return.

Please get in touch before sending anything back, so we can tell you where to send it and keep an eye out for it.

If something's wrong with what arrived

This is a different situation entirely, and a much better one for you. If an item is faulty, arrives damaged, or isn't what was described or pictured, it's ours to put right — that's the Consumer Guarantees Act, not our goodwill.

In that case you don't pay to send it back, the condition and tag requirements above don't apply, and depending on how serious the problem is you may be entitled to a repair, a replacement or a refund.

If something arrived damaged, please tell us within 48 hours of delivery — photos of the item and the packaging help a lot, and it's far easier to resolve while the courier's records are fresh. If you're outside that window, still get in touch: your Consumer Guarantees Act rights aren't limited by this timeframe, and neither is the 7 days above.

Faults that show up later are covered too — a seam that goes, a zip that fails well before it reasonably should. Tell us what happened and we'll sort it out.

Damage in transit

If your parcel arrives damaged, that's on us. We arranged the delivery, so the courier is acting as our agent — it isn't something for you to take up with them.

If your parcel doesn't arrive

Tell us and we'll trace it with the courier. If it's genuinely lost you'll get a replacement or a refund. Again, you don't need to chase the courier yourself.

What we can't take back for change of mind

For hygiene reasons we can't accept change-of-mind returns on pierced jewelry, on underwear, or on swimwear once the hygiene seal has been removed.

That applies to change of mind only. If one of those items is faulty, damaged, or isn't as described, your Consumer Guarantees Act rights apply to it exactly as they do to anything else we sell.

How refunds are paid

Refunds go back to the original payment method used for the order. We don't issue store credit in place of a refund.

Once we process a refund it's usually visible within a few business days, though the exact timing depends on your bank or card provider.

Pieces from independent makers

Some of what we stock is made by independent sellers listing through us. That makes no difference to any of the above — you bought from us, so you deal with us, and we sort it out on your behalf.

Getting in touch

Contact us with your order number and, where it's relevant, a photo. Our contact details are at the bottom of this page.

Reserving an item that's sold out

Some sold-out items can be reserved once we've placed our own order with the supplier. Reserving a place in the queue is different from buying the item outright, and this section explains how it works.

A reservation is secured with a 20% deposit. That deposit holds your place in the queue — it isn't a part-payment on the item itself, and the remaining 80% plus shipping is only charged once stock has actually arrived and we've checked the delivery against what we ordered.

Once that check confirms enough stock has arrived to cover your place in the queue, you'll get an email asking you to pay the remaining balance within 72 hours to complete your order.

If you pay within that window, your order proceeds as normal from there — everything above about damaged, faulty or missing items applies to it exactly as it would to any other order.

If you don't pay within that window, having agreed when you reserved that your deposit would be forfeited in that situation, we treat the queue place as given up and release it to the next person waiting. This only ever happens after we've confirmed stock has arrived and given you the full 72 hours to complete your order — never before, and never without that confirmation.

If fewer arrived than expected

Occasionally a delivery from our supplier is short, and there isn't enough stock to cover everyone waiting in the queue for that item. If that affects your reservation, we'll email you and ask whether you'd like to keep waiting in case stock frees up — for example if someone ahead of you doesn't complete their order — or be refunded straight away.

If you choose to wait and nothing frees up within 72 hours, we'll refund your deposit in full automatically — you don't need to come back and ask. A short delivery is our own timing gap, not something you agreed to when you reserved, so it's never treated as a forfeited deposit; it's always a full refund to your original payment method.

Checkout holds

When you go to pay for an order, we briefly hold the stock in your cart so it can't be sold to someone else mid-checkout. That hold lasts 15 minutes. If payment isn't completed within that time, the hold is released and the stock becomes available again.