Boys
Girls
Communion
Designer Collections
Gifts & Keepsakes
Our Sale
Collections

Returns, Refunds & Exchanges

RETURNS POLICY UPDATE 15/6/2020

During the UK lockdown, we consistently operated a fair returns system and although we are only a small family business, we stayed open and helped hundreds of customer's throughout. As the lockdown restrictions have now been eased, customer's who already requested a return during lockdown and received a response from us authorising the return will now have until Wednesday 15th July to return. Please contact us if you require a returns number again and the procedure on returning (this is for existing customer's only who already have an authorised return but have not yet returned due to the lockdown).

 For customer's who have received an order more than 28 days ago, we regret we are unable to honour a return for an exchange or refund outside of our 28 day timescale. We will be more than happy to supply you with a copy of your order if you require this for insurance purposes, upon request.

Many thanks for your understanding.


What is your returns policy?

You have 28 days from the date you receive your order to request an exchange or refund via email and return, providing the item is still in the same unused condition as sent to you with tags & packaging intact* (exclusions apply - see below).

Please follow these steps for a hassle-free return.

  • Please email us or reply to any order confirmation email you have received from us within 28 days of receiving your order to request an authorised returns number, for any item that qualifies for a return. Please state in your email if you require an exchange or refund and ensure you provide us with your name and order number and if exchanging, details of the item you wish to exchange for.
  • We will email you back with your returns number and details on how to return.
  • Enclose the returns form inside your parcel and use the returns address label that you will find attached to the front of your paper invoice.
  • You are responsible for the costs of returning the item(s) back to us - we recommend you use a trackable delivery service for your peace of mind to include your name and address on the back of the parcel.

Returns are free when you pay with Paypal UK

FREE UK RETURNS

If you paid for your order with a UK Paypal account, register the free "Return Shipping on us" service via your account to qualify for a reimbursement of your return postage, paid directly by Paypal (for UK customer's only who have paid via a UK Paypal account, conditions and restrictions apply).

To activate this free service via your Paypal account and for more information click here


How quickly are returns dealt with?

Due to the nature of our business, we understand returns need to be dealt with quickly and efficiently. To give you peace of mind, all returns are dealt with the same day we receive them back (if a working day).


Exchanges

UK Customers - there is an exchange delivery charge of £4.00 to resend your exchange. This covers the costs to resend the exchange to you. We will invoice you via email for this so you can pay online.

International Customers - for customers outside of the UK, please place a new order and then follow the refund procedure for your original order.


Refunds

All refunds will be processed back onto your original payment method. We refund the full amount of the purchase price (original delivery charges/upgrades are a direct cost and therefore non-refundable).


Inspection of returned items

All items are inspected once received back with us prior to processing any exchange or refund so please ensure you comply with the following:

Inspect* - items must be returned to us in their original condition. They must be unworn (with the exception to try on for size purposes) and all labels and tags must remain attached, along with the items original clear cover packaging. Any items found to be soiled, damaged, appear to of been worn for an occasion, washed or repaired or the tags removed will be exempt from this returns policy so no exchange/refund will be given and the order will be returned to you. Also, cover packaging to our items is required to be intact with no rips / tears / tape attached etc and shoe boxes need to be intact with no damage (please return in the bubble wrap they were sent in).


Damaged, Faulty or Not As Described

All items supplied by us leave our premises without any knowing damage or defect. In the unlikely event you do receive damaged, faulty or not as described items, please notify us via email within 24 hours of receipt and follow the exchange procedure (faults reported after 24 hours are not covered and therefore we will hold no responsibility). We will refund your return postage costs up to the value of the original charge after receipt and inspection of the items and we will pay the postage costs for replacements to be sent to you. Replacements are on a like for like basis only (exact item and size). If you require a different size / item, this will be treated as a normal exchange. If you change your mind and do not wish to have a replacement, we will simply treat as a normal refund return therefore no postage costs will be reimbursed.


Exclusions

The following items are excluded from our returns policy (also stated on the product page returns tab):

  • For hygiene reasons - bibs, frilly pants/knickers, headbands, socks & tights.
  • Any items that are made for you (handmade / made-to-order) are excluded from our returns policy once work has commenced as these are tailor-made to the size/colour specification you order eg Millie Grace garments, Busy B's Bridals garments, Lacey Bell garments, Emmerling garments, Peridot garments, Buttonholes.
  • Sale items (items marked with 'sale price' or with a sale tag on the image) are excluded from exchanges but you can still return for a refund if unsuitable.
  • Any product with a seal cannot be returned if the seal is removed / broken.

International Returns

For all international returns that require you to complete a customs label, please mark your parcel customs label as "Returned Merchandise Only" with a value of 0. This will inform customs that the parcel is a return and not a purchase.


Returns Summary

The Terms & Conditions of this returns policy starts from the moment you place your order, in line with The Consumer Contracts Regulations for consumer rights, and ends 28 days from the date you receive your order (this is for eligible items only that are not listed in our exclusions above):

  • If you request to cancel an order prior to dispatch, we will cancel your order immediately and refund you in full.
  • Where an item has already been supplied by us and delivered to you, we are legally bound to only accept a cancellation request, for an exchange or refund, within 28 days from the date you receive your order.

To be fair and equal to all customers, we will not make exceptions to this policy so you will be deemed to of accepted the goods if you have not requested otherwise within the 28 day timescale.

You agree to be bound by the terms and conditions of this returns policy when you place your order with us. If you have any questions regarding this policy, please get in touch before ordering.

Established 2007

Over a decade of online trading

Our online business is open and operating as normal, all items delivered direct to your door | See our delivery page for more details!