Return Policy

CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
If you are not entirely satisfied with your purchase, we will accept a return for an exchange or a full item refund within 14 days of delivery. 

We can only accept item returns: if the products handle and repackage the items with care. Any merchandise returned must be received back in its original condition – this means it must be undamaged, free of stains, free of makeup, pet hairs, deodorant, and perfume and have all original tags and ribbon attached. If any of the above has not been adhered to, you may not be entitled to a full refund and a deduction will be taken from the value of the product.

Sale, Promotional items are eligible for an exchange or credit note only.

We reserve the right to return your item to you if it does not adhere to the above.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

HOW LONG AFTER PURCHASE CAN I MAKE A RETURN OR EXCHANGE?
Returned items must be received within 14 days from the date of delivery for UK orders and within 30 days of receipt for international orders.

If items are returned after 14days, you will only be eligible for an exchange or credit note only.

Sale and Promotional items are eligible for an exchange or credit note only.
Returned items must be received within 7-days from the date of delivery for the UK within 15 days of receipt for international orders.

HOW TO MAKE A RETURN:
Please email us and we will send the returns form. To enable us to proceed with your return as quickly as possible. If you do make a return without notifying us first, please note that this will delay your refund/exchange as we may need to locate the returned package.

We strongly recommend returning your items via a recorded service as we can’t be held responsible for any items that do not reach us.

The UK return address is Saint Giovanni De La Mode, Sh.Lg09, Shepherds Building, Charecroft Way, Hammersmith, London, W14 0EE

HOW LONG DOES A REFUND TAKE?
We aim process all returns as quickly as possible for you to get your refund, but please give us 14 working days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 working days for the money to get back to your payment method, at which time we will issue a full refund or exchange followed by a return confirmation e-mail.

The refund will be processed back to your original method of payment.
Please note we do not contact you when an item arrives back to us, but only once your refund/exchange has been issued 14 working days later.

If you haven’t heard any communication from us after the 14 working days (excluding weekends and bank holidays) timescale, please contact our customer care team with your order number and details of the items returned.

CAN I GET MY SHIPPING FEES BACK?
We regret to inform you that any upgraded shipping fees over and above the standard delivery method are non-refundable unless the error was made on our part.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED.
If we’ve made a mistake with your exchange/refund. Please contact us as soon as possible so we can fix this for you right away.

I HAVE RECEIVED A FAULTY ITEM.
If you have received a damaged item from us. We are extremely sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process.

Please email us and provide the following:
• -Your name
• -Order number
• -Shipping Address
• -Product name and code
• -Picture of the fault
• -Description of the fault

So we can look into this & organise for another replacement to be sent to you. The faulty item must be notified within 30 days of receipt. If you have notified us after 30days, you may be entitled to a partial refund in store credit or exchange.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER.
We’re really sorry if we’ve made a mistake with your order. Please send us an email as soon as possible and we will fix this for you right away.

DO I HAVE TO PAY FOR RETURN POSTAGE?
Unfortunately, we are unable to cover return postage costs unless your item is faulty. We strongly advise customers to hold onto proof of postage or do recorded delivery as we’re also not responsible for returns lost in the post.

MY ORDER HAS BEEN CANCELLED.
We are really sorry if your purchase has been cancelled - we will have sent you an email explaining the reason for this. Cancellations can be for two reasons:

• If the item(s) purchased is unexpectedly out of stock and we are unable to fulfil your purchase
• If there is an issue with your payment (e.g. the billing address does not match the address the card is registered to, some of the payment information is incorrect, you have tried to make a high volume of transactions in a short space of time etc).

We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed. Please note this can take up to 7-10 working days for the investigation to begin, this will depend on the courier service.

It is important to note that if you do not notify us within 30 days of the order being shipped, our couriers will be unable to open a case for investigation, as they have a 30 day enquiry policy once the order has been shipped.