Refund policy

Faulty Items Policy (UK-Compliant & Seller-Safe)

Faulty or Incorrect Items:

Under the UK Consumer Rights Act 2015, customers have the right to a refund, repair, or replacement if an item is faulty, damaged, or not as described.

If you believe your item is faulty, you must contact us within 48 hours of receiving the order, providing:

  1. Order number
  2. Clear photos/videos showing the fault

What Counts as a Fault

A fault includes:

  1. Major damage on arrival
  2. Manufacturing defects (e.g. stitching defects, holes, torn fabric)
  3. Incorrect item received

What Does NOT Count as a Fault

The following are not considered faults and are not refundable:

  1. Items that have been worn, washed, altered, or used
  2. Size or fit issues (please check size chart carefully)
  3. Minor variations in colour, embroidery, or design (hand-stitched & handcrafted nature)
  4. Damage caused after delivery
  5. Claims made after the 48-hour reporting window
  6. Used or Worn Items

For hygiene and fairness reasons:

❌ We do not accept returns or refunds for items that have been worn, washed, or used, even if a fault is later claimed.

All returned items are inspected. If an item shows signs of wear, the return will be rejected and sent back to the customer.

Refund or Replacement Decision

If the fault is confirmed, we will offer either a replacement or a refund (our choice, as allowed by UK law).

Refunds are issued to the original payment method.

Refund Timelines

Once the returned item is received and inspected, refunds are processed within 5–7 working days.

Banks may take an additional 3–10 working days to reflect the amount

Return Postage Costs:

If the item is confirmed faulty → We pay return postage.

If the item is not faulty or shows signs of use → Customer pays postage and no refund is issued.

Important Note:

Returns sent without prior approval or outside policy terms will not be accepted.