Returns and Refunds. This policy applies to orders placed on store.example and in our stores, and forms part of our Terms of Sale. We want you to love what you ordered. If something is not right, you may return eligible items within 30 days of delivery, provided they are in their original condition: unworn, with tags attached, and in the original packaging where one was provided. Items that show signs of wear, alteration, washing or damage not caused by us will not be accepted and will be sent back to you at your cost. Returns by mail. You can start a return from the Orders page of your account, where you choose how you would like to send the item back. A prepaid label costs $8, which is deducted from your refund. You may instead use your own carrier at your own expense; we recommend a tracked service, as we cannot accept responsibility for parcels lost on the way to us. Free returns. Where a free return option is offered when you start your return, free returns are issued as store credit and cannot be exchanged for cash or transferred to another account. Store credit is valid for twelve months from the date it is issued and may be used online or in any of our stores. Refunds. Approved refunds for paid returns are refunded to the original payment method and are processed within ten business days of the item arriving at our warehouse; your bank may take a few further days to show it. Original delivery charges are non-refundable, and return shipping is not refunded unless the item arrived faulty or was not the item you ordered. Returns in store. Most items bought online or in store can be returned to any of our stores within 14 days of purchase or delivery, with your order number or receipt. Please bring the item with all of its tags. Exclusions. Some items cannot be returned for hygiene or safety reasons, including pierced jewellery, swimwear without its protective liner, opened beauty products and personalised or made-to-order items. Clearance items are final sale and are labelled as such on the product page and on your receipt. Gift cards cannot be returned or refunded. Large items. Furniture, rugs and other items delivered by our two-person team are subject to a restocking fee of 15% of the item price and must be booked for collection rather than posted; the collection charge is shown when you book it. Exchanges. Exchanges are free for a different size or colour of the same item, subject to availability. If the replacement you would like is no longer available, we will process your exchange as a return under the terms above. Faulty or incorrect items. If an item arrives damaged, develops a fault or is not what you ordered, contact our customer care team with your order number and photographs within a reasonable time of noticing the problem, and we will arrange a repair, replacement or refund, including any return costs. Nothing in this policy affects your statutory rights. International orders. Orders delivered outside the country may be returned on the same conditions; however, duties and taxes are not refundable, and you are responsible for arranging and paying for return postage. Changes to this policy. We may update this policy from time to time. The version published at the time you placed your order is the one that applies to it.