Want to find out more about our returns policy? Read below for more information.
Returning an unwanted item?
We get it, sometimes something just doesn bags;t work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.
If you return an item requesting a refund
within 28 days of
the item being delivered to you or available for collection, we bags;ll give you a full refund by way of the original payment method.
We aim to refund you within 14 days
of having received the returned item.
If you request a refund for an item during the above timeframes but you can bags;t return it to us for some reason, please get in touch - but any refund will be at our discretion.
After that?
We don bags;t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
Face + Body products if opened, used or protective seal is not intact
Underwear if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Pierced jewellery if the seal has been tampered with or is broken.
Face coverings if the seal has been tampered with or is broken.
None of this affects your statutory rights.
Of course, it bags;s fine to try an item on like you would in a shop, but please don bags;t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won bags;t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they bags;re packed up properly and can bags;t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We bags;re not responsible for any items that are returned to us by mistake (it happens!). If we bags;re able to locate the items (it bags;s not always possible) and you bags;d like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn bags;t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal handbag customer would order or the items returned don bags;t match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we bags;ve made a mistake, please get in touch with Customer Care and we bags;ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They bags;ll give you a returns label although you bags;ll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don bags;t match what you ordered.
Want to exchange an item?
We’re no longer offering free exchanges to UK customers. All returned items will be refunded once they bags;ve been received by our warehouse. Need a different size or colour of an item? Simply place a new order!
Returning a faulty or incorrect item?
If you bags;ve received an item which isn bags;t quite right click here for more information on faulty products, or click here for more information on incorrect items.
Returns have gone online!
Haven’t you heard? handbag have taken returns online! You’ll no longer receive a paper returns slip or returns label with your order – instead, you can now create your return through your handbag account, no paper or printer required! To find out how to create a return, click here.
There are a couple of exceptions to our paperless returns policy. Customers looking to return an order from The Channel Islands or with our Hermes Collection Service won’t be able to create their return through My Account. Click here for more information on returning from the Channel Islands and here for Hermes Collection.
Did you order from handbag Marketplace?
If so, please contact the seller directly for return address and instructions.