Returns & refunds

How to return something

1. Open your order — from your account, or with your order number and email on the tracking page.
2. Choose Request a return and select the items.
3. Tell us the reason, and whether the item is still sealed.
4. We email you the return address and instructions.
5. You can follow the status of the return on the same order page.

We confirm every return request by email before you send anything back, so you are never posting an item to an address you had to guess.

Your right to cancel (EU)

If you are a consumer in the European Union, you have a statutory right to withdraw from a distance purchase within 14 days of receiving it, without giving a reason, under the Consumer Rights Directive (2011/83/EU). You then have a further 14 days to return the goods.

This is a legal minimum, not a favour, and it applies whatever else this page says.

Sealed cosmetics, fragrance and body care

The same directive (Article 16(e)) allows sellers to refuse withdrawal for sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal has been broken after delivery. Perfume, body lotion and other cosmetics fall into this category.

In practice: if a fragrance or body-care product is still sealed, you can return it. If the seal has been broken, we generally cannot accept it back — not as a commercial preference, but because we cannot resell a cosmetic that has been opened, and would not want to.

This does not affect your rights if an item is faulty, damaged in transit or not what you ordered. Those are always returnable, sealed or not.

Faulty, damaged or wrong items

Tell us as soon as you notice. Choose Arrived damaged, Faulty or Wrong item sent when you request the return. We cover the cost of returning anything that arrived in that condition.

Cancelling before dispatch

If your order has not yet been dispatched you can cancel it outright from the order page, and you are refunded in full. Once it is with the carrier, cancellation is no longer possible and a return is the route.

Where an order has already been sent to a supplier but not yet shipped, we ask them to stop it and confirm the outcome by email rather than telling you it is cancelled before it actually is.

Refunds

Refunds are issued to the original payment method through Stripe. We process the refund once the returned item reaches us and has been checked; your bank then takes its own time to show it, typically a few working days.

A refund covers the price you paid for the returned items. Where you exercise a statutory right of withdrawal for a whole order, it also covers the standard delivery charge you originally paid. Partial returns are refunded proportionally, and you can see the amount on your order page.

Return postage

Who pays for return postage depends on why the item is going back — we pay when something is faulty, damaged or incorrect. The applicable cost is stated in the instructions we email you, before you send anything.

The binding terms

This page explains how returns work in practice. The full contractual terms of sale, including anything not covered here, are in our Terms. If you are unsure about a particular item, ask us first — we would rather answer a question than process a return that was avoidable.