Updated 15th October 2019
If your order has been sent via Hermes, you will be notified of the tracking number and Hermes will make 3 attempts to deliver your parcel. You can request delivery to a safe place, however, neither ourselves nor the delivery company we will accept responsibility or liability for any parcel which is left outdoors. If delivery has been unsuccessful, due to being unclaimed or an incorrect delivery address, the parcel will be returned to us. In this event, we will contact you and offer to either resend your order or issue a refund, however, please be aware that you are responsible for the additional delivery charges to send it back to you. If you request a refund, please be aware that the initial delivery charges will not be reimbursed.
Returns - Non Faulty
We hope you will be delighted with your purchase, however, if you decide you would like to return your order or part order, you are entitled under The Consumer Contracts Regulations to do so, which is a part of The Consumer Rights Act 2015. Please be aware, however, some products are exempt from this regulation, for example, products which have been personalised, made to measure, or products which have been cut to your requirement (interfacing, foam, wadding), unless there is a fault with the product or it has been sent to you in error by ourselves.
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you received your goods, however the item must be unused and in its original form. This is referred to a 'cooling off period'. If you wish to cancel or return your item, please contact us in the first instance, using our 'contact us' form, and include your name, telephone number, email address and a short description of your intention, and whether you would prefer a refund or replacement.
Any refund or replacement will be issued within 24 hours of receiving the goods back. Please note, we are under no obligation to refund you the postage cost incurred for the goods to be returned, nor will we accept liability for goods lost or damaged in transit. We therefore recommend you package your goods securely and send by recorded delivery to make sure they arrive safely, alternatively, obtain a certificate of posting. Please also note, if you are only returning part of your order, we are not obliged to refund the initial shipping costs charged, as the customer would still incur these costs for the remainder of the order.
We are entitled to reduce the amount refunded, if the goods have been handled more than necessary. The extent to which you can handle goods, is the same as it would be if you were assessing them in a shop.
Your statutory rights are not affected by these conditions
Returns - Faulty
If, in the unfortunate event, you are wishing to return an item due to it being deemed faulty, then we will of course arrange and pay for the return of the goods. Please do not sent the goods back to us without contacting us first. We will then be in touch to work with you to achieve a satisfactory outcome, by way or either a refund or replacement. Occasionally some items are more susceptible to damage during transit, such as the plastic shells used in the Boston Clutch, and other similar clutch bags. Please contact us immediately in this instance and we will ship to you a further shell or shells straight away.