Returns Policy

What is your returns policy?

We offer all customers 28 days from the date you received your order to request and return an item (exclusions do apply, see the list of exclusions below). We are fair and equal to all customers and so this timescale is to be abided by all customers. Requests and returns after 28 days will not be accepted.

How do I exchange an item from my order?

Please contact us in the first instance to request a returns code along with details of the item you wish to exchange and the new size. A member of our team will email you with details on returning the item to us. A postage charge of £4.00 is applicable on all exchanges, an online invoice will be sent to you for this. This is to cover the costs of sending the exchange.

Exchanges are for UK customers only. If you are based outside of the UK, please place a new order and request to return for a refund.

How do I return an item from my order for a refund?

As above, please contact us in the first instance to request a returns code and to outline the details of the order or item you wish to return. A member of our team will email you with details on returning the item to us.

How do I return an item to you?

All customers will receive a self addressed label attached to their paper invoice enclosed inside your original parcel. Once you are ready to return, simply attach this to the front of your parcel and return it via your chosen postal service. You are responsible for the return costs, so for your peace of mind we recommend you return your items via a trackable service.

How long do refunds or exchanges take?

We process all exchanges the same day we receive them (working days only) so you can expect a quick turnaround of your exchange. All refunds are processed the same way and are refunded to the original payment method.

Are original postage fees refunded?

All UK customers are offered free standard delivery. Delivery upgrades for faster services & international postage fees are non-refundable as these are direct costs made payable to the delivery companies to provide you with the service that you requested from them.

I have received a faulty or damaged item

In an unlikely event that an item is delivered to you damaged, faulty or not as described, please notify us via email within 24 hours of delivery. Under the Consumer Contracts Regulations, we will require you to return the item back to us first via your local postal service. Once we have received the item back and the issue has been identified, a refund of your return postage charge will be issued and a replacement sent to you immediately (if available), with postage charges covered by us. Please note we will not send a replacement until we have received the original item back.

Replacements are on a like-for-like basis only - the exact item and size. If you no longer require the item (for items that are not excluded), a refund of the original transaction will be given once we have received the original item back from you.

Inspection of items

Pack your items for return in the same condition as you received them (items are inspected when received by us, please see inspection of items below). Any item that is returned to us must adhere to the following:

  • The item must be unworn and must not be washed or altered.
  • All labels and tags must remain attached, along with the original packaging, eg. hangers, clear cover packaging, bubble wrapped boxes.
  • Any item with sealed packaging must remain sealed. The right to return will be revoked if you damage the seal.

REFUNDS ON DISCOUNTED ITEMS

If you qualified for a discount, this will mean that you were given a multi-buy saving (purchased multiple items to qualify for a discount). If you decide to return one of the items for a refund and your order is still within the qualifying promotion, you will be refunded for the discounted price you paid. If your order falls below the qualifying promotion, you will no longer be entitled to the discount. Your order will be recalculated to full price of the remaining item(s) and the discount will be deducted from the returned item.

Exclusions

Any item that contributes to an effect in hygiene will be excluded from our returns policy eg. headbands, socks and tights. Tags, product packaging and sealed packaging form part of all of our products so the right to return will be revoked if any of these have been removed or tampered with.

Any item made-to-order or custom-made (Millie Grace dresses, Busy B's Bridals dresses) or forward-order (Peridot dresses / boleros & Emmerling dresses) will be excluded from our returns policy. Cancellation rights only apply prior to commencement of work / ordering from the designers as the actual item is not stocked and specifically made / ordered in for you in the size / colour / style you request. We would therefore request you only order one made-to-order, custom-made or forward-order item if only ordering for one child as subsequent items of this nature will be non-returnable.