We hope that you are delighted with your purchase however we understand that sometimes problems can arise.
The Distance Selling Regulations (as set out by the office of fair trading) require us to offer you 7 days from receipt of your goods to inform us of any problems that would result in an exchange or refund of your goods. While this is a legal minimum requirement, we understand that in practical terms (hair trials, trying on the full ensemble for example!) 7 days isn’t always enough so we are happy to extend this to a period of 14 days from the day you receive your goods.
Your goods will be sent with a tag attached, please ensure that you are completely satisfied before removing the tag. We are not legally obliged to refund bespoke items however we are happy to do so providing the tag remains attached. We feel this is a fair and acceptable way to ensure we receive our returned product in the condition we initially supplied it.
We have detailed below what steps you should take in each circumstance. In both cases we would ask that you include your name and address details in the box when returning items.
Item damaged in transit
In the first instance please send us an email or telephone to inform us of the problem. We will arrange for a refund or replacement item as soon as possible. Please return the damaged item to us so that we may contact the delivery company responsible. We will of course reimburse any return postage/packing costs to you.
Unhappy with item
If you are unhappy with your item in any way, please contact us by email or telephone giving details of your purchase and the problem, stating whether you would like a replacement item or a refund. Again, we are not obliged by law to refund bespoke items however we appreciate how difficult it can be to shop online for products like ours so as long as the tag remains attached to the item, we will honour your request. Please note that if you wish to exchange, we will refund the return postage cost of your original item to you. If you wish to refund, you must return the item in the original presentation box and at your own expense.
