Returns, cancellations, withdrawal exchanges missing, damaged or incomplete orders
RETURNS and CANCELLATIONS
Returns by post
You can return products purchased online as long as they are still in their original unused condition and within 14 days of receipt. When posting your items back to us, it’s important you first authorise your return by calling our Customer Care team. Once authorised, please use the returns label included in your original delivery. If you no longer have your returns label, please make sure you clearly mark your parcel with your order number and full name.
Please ensure you retain proof of delivery as we cannot be held liable for items lost in transit if no proof of delivery is available
Refunds are processed within 3-5 working days of receiving your returned items, and are refunded back to your original payment method.
CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS
You can cancel your order or items in your order up to the point of us dispatching your order by contacting our Customer Care team.
If you’re a customer in the UK, you get 14 days to cancel your contract with us
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You will find these alternative methods below:
Email us: firstname.lastname@example.org
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.
Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make a deduction from the reimbursement for loss in value of any Product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
14 (FOURTEEN) days after the day we receive back from you any Product(s) supplied or (if earlier) 14 (FOURTEEN) days after the day you provide evidence that you have returned the Product(s) or If there were no Product(s) supplied, 14 (FOURTEEN) days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.
You shall send back the Product(s) without undue delay and in any event not later than 14 (FOURTEEN) days from the day on which you communicate your cancellation from this contract to us.
The deadline is met if you send back the Products before the period of 14 (FOURTEEN) days have expired.
It is not possible to return Products to our stores if you wish to cancel your contract.
You will have to bear the direct cost of returning the Product(s).
You have a legal obligation to take reasonable care of the Product(s) while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. You are only liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s).
RIGHT OF WITHDRAWAL
You always have the right to withdraw from your order within 14 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply fill in the return form attached in your parcel and return the goods to us, using the pre-paid return label we have provided you with. You will find the instructions on how to do this on the delivery note in your parcel.
However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order, before the withdrawal period has expired. For questions regarding withdrawal, please contact Customer Service.
EFFECTS OF WITHDRAWAL
We will refund all payments received from you, including the costs of our standard delivery option, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you received your item(s). All our parcels contain a pre-paid return label for you to use when you send the items back. If you want us to pick up your parcel at home; please see instructions on the delivery note and at hm.com.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods
Unfortunately, we are unable to exchange any orders placed online.
Simply return your item(s) by following these easy steps on the RETURNS & CANCELLATIONS section and reorder for a replacement.
MISSING, DAMAGED OR INCOMPLETE ORDERS
If your order arrives damaged or incomplete, please contact our Customer Care team immediately quoting your order number and detailing the problem with your items.
If you do not receive your items within 14 working days of receiving a Dispatch Confirmation email, please contact our Customer Care team quoting your order number, and we will open an investigation with the appropriate courier.
Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, wear and tear or accidents.
If your query is related to a damaged product, then please send an image of the item to email@example.com highlighting the query with your order number in the subject of the email. Please allow up to 2 hours for the photo to be received prior to calling. This email address is only used to receive email and is not used for outgoing correspondence.
Please be advised: Sending an image prior to calling will help our advisors to resolve your query quicker.
Sale Items: We do not accept returns on items bought in sale periods (Black Friday, Boxing day / January sales etc) unless there is a manufacturers fault with the item. This does not affect your consumer rights.
Special/Customised orders: These products are non-refundable unless there is a fault with the product.