Returns + Exchanges
OUR RETURNS POLICY
We understand that ordering online may mean you order an item and it isn’t quite what you were looking for and you may want to return your items and ask for a refund. Not to worry, we are here to help and make the process as easy as possible. Please remember that your returned item/s need to be unworn and undamaged. Contact us immediately to discuss you’re the item you wish to return, you can do this via the website or via email firstname.lastname@example.org
Here are a few things to keep in mind to ensure that when you return something to us, it is a smooth and simple process.
Send back within 14 calendar days starting from the day you received the order.
Items are in original unworn condition
Use the box it originally arrived in to post back.
Please use the returns slip to tell us your feedback or email us on email@example.com
We recommend that you return your items via special delivery including utilising the option for sign on receipt, this is because the return is your responsibility until it is successfully delivered to the returns delivery address given below. Please note you will need to bear the direct cost of returning the product.
We try really hard to ensure each garment is high quality and pride ourselves on the time spent creating beautiful nightwear. Unlike mass produced machined garments ours are handmade and therefore each item is unique. If you do find a fault you can return your item(s) to us within 30 days of you receiving your order. Please contact us immediately if you find a fault, you can do this via the website or via email firstname.lastname@example.org
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
RETURNING AN ITEM & REQUESTING A REFUND
Follow the steps below:
Email and tell us you are returning your item and for what reason. We will give you a return address to post to.
Don’t wear the item. Repack the item with any tags still attached. Preferably in the original packaging.
Post the item back to us within 14 days of receiving the item. Add our address to your package, make sure you get proof of postage and keep it safe! We recommend using a service whereby we sign on delivery to ensure it arrives safely and we can process a refund. Be aware you will bear the cost of the postage.
We will let you know via email when we have received your returned item, inspected it and if we have approved your refund.
Those in Australia, New Zealand, USA or Canada, you have 28 days from the date on your delivery note to return your item.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
It can take up to 10 days from the date your return arrives at our office to be processed. We will check your item(s) when they are delivered and approve or reject your refund request. Once our inspection is complete and if it is approved we will refund your credit/debit card, the method of payment you originally used to pay for the item. Depending on your own bank/card issuer your refund should appear on your statement within 5 working days.
We will always keep you up to date with the refund process and let you know via email when it is safely delivered to our office and again when we have completed our checks.
ARE THERE ANY ITEMS THAT ARE NON-REFUNDABLE?
We can’t accept returns and therefore provide a refund for sale items, personal items with a hygienic seal where the seal is broken and any items that have been specially commissioned and or customised.
Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps and reorder for a replacement.