RETURNS, EXCHANGES AND REFUNDS
Standard Returns Policy
We hope you are pleased with the fit, quality and value of the items you have bought. All of the items sent out are checked to make sure they are in perfect condition and must be returned to us in the same condition. Please return unwanted items to us for a refund or exchange within 14 days of receipt* If you wish to return items for any reason other than defects in the goods, incomplete or incorrect delivery you will need to arrange and pay for the return of the items to us. For help and advice please contact us at firstname.lastname@example.org.
I want to return a product
Unwanted items can be returned as long as they are in their original condition, unused, unworn, undamaged and in a resaleable condition. Wherever possible items should have their tags intact and be in their original packaging. Please be careful when trying on items that you are not wearing any makeup, deodorant, body lotion or jewellery that may leave a scent, mark or damage the item. Unfortunately if any items are returned in an unsaleable condition we will not be able to accept them for return.
Please try footwear indoors on a carpeted area so not to mark the soles. We suggest you wear them inside for at least an hour before deciding to wear them outdoors. We will not be able to accept shoes for return if they have a clearly marked sole.
All jewellery except earrings can be returned if not suitable.
Underwear and Swimwear
All items should be tried on over normal underwear. Protective strips should remain intact. We will not be able to accept returns of any items that are soiled.
Can I return an item bought in the sale?
Unwanted sale items can be returned within 14 days of receipt using the same guidelines as full priced product.
Your unwanted Items should be returned to us within 14 days after receipt of delivery. We have the right to decline a refund if the order is returned outside of this timeframe.
My Items have arrived faulty
We are sorry that you have received a faulty item. Please contact us at email@example.com and we will arrange for a replacement to be held until we receive the faulty item back (subject to availability). If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it.
My order is incorrect
We are sorry you have received an incorrect order. Please contact us at firstname.lastname@example.org and we will arrange for the correct item to be held until we receive the incorrect item back. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it.
I want to exchange an item
If you would like to exchange the item you have bought for a different size please contact us at email@example.com and we will hold the size required for exchange until we have received the original item back. Alternatively you can create a new order for the correct size and return the original item for a refund.
How to make a return
You should be able to make your return in the packet your order originally arrived in. Return the item/items within 14 days of receipt in their original condition and packaging with tags intact. Complete the returns form on the delivery note and ensure to enclose in the parcel. Make sure our returns address is clearly visible and the package is properly sealed. Our Returns address is:
Chocolate, 12 Mill Street, Bideford, Devon, EX39 2JT
We suggest you send your returns back to us using recorded/tracked delivery to enable you to track your parcel. You are responsible for taking reasonable care and for the safe keeping of items until they are received by us. Unfortunately we cannot be held responsible for the non-delivery of returned items or the damage to items when they are in transit back to us.
As soon as we have received your returned items we will process a refund to your account within 48 hours. Refunds will be issued to the credit or debit card originally used to make the payment. Refunds for items received outside of the returns timeframe of 14 days will be issued as a credit to your account which will automatically be deducted from your next purchase. Credits to your account are valid for 12 months. For help and advice please contact firstname.lastname@example.org