We want you to love what you ordered. If it is not right, here is exactly where you stand: both the rights the law gives you, and what we offer on top of them.
Your legal right to cancel
Because you are buying online, the Consumer Contracts Regulations 2013 give you a statutory right to cancel. You have 14 days from the day you receive your order to tell us you are cancelling, and then a further 14 days to send the goods back. You do not have to give a reason.
When you cancel under this right we refund the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back or of you showing us proof of postage, whichever comes first. If you chose a faster delivery than our standard option, we refund the standard rate.
What we offer beyond that
We extend the window to 30 days from delivery. Items must come back unworn and unwashed, with their tags still attached, in a condition we could sell them in. You may handle a piece as you would in a shop and try it on, but if it comes back worn, altered or scented we may reduce the refund to reflect the loss in value.
Who pays return postage
You pay to send an item back to us. We do not offer free returns. Postage is at your own cost from every country we ship to, and return postage is not refunded.
Two things are always at our cost instead: anything faulty, damaged or not as described, and anything we sent in error. Write to us in those cases and we will cover the return before you post it.
Separately from the return postage, when you cancel under your statutory right we still refund the standard delivery charge you paid to receive the order. If you chose a faster service, we refund what our standard delivery would have cost.
What cannot be returned
- Pierced jewellery, where it was sealed for hygiene reasons and the seal has been broken. Unopened, it can be returned like anything else.
- Made-to-measure and altered pieces. Anything cut or sewn to your measurements is made for you alone and cannot be resold, so the cancellation right does not apply. We will always say clearly on the product page when a piece is made to order.
Nothing here affects your rights if an item is faulty.
If something is faulty
Under the Consumer Rights Act 2015 everything we sell must be as described, of satisfactory quality and fit for purpose. If it is not, you have 30 days from delivery to reject it for a full refund. After 30 days you can ask us to repair or replace it. For the first six months after delivery a fault is assumed to have been there when you received it, so you do not have to prove it; after six months we may ask you to. If a repair or replacement is not possible, you are entitled to a refund. Faulty returns are always at our cost.
Please send us a photograph with your first message; it usually lets us resolve things without you posting anything back.
Handmade pieces vary
Adire, akwete, aso-oke and hand-set beadwork are made by hand, and no two pieces are identical. Slight differences in dye depth, pattern placement and weave are the mark of the craft, not a fault. We photograph honestly and describe accurately, and we would far rather answer a question before you buy than take a return afterwards.
How to start a return
Email [email protected] with your order number and what you would like to do. We will reply with the return address and confirm anything you need to know before you post it.
Please get a proof of postage: until a parcel reaches us it is your responsibility, and proof of postage is what protects you if it goes astray. For higher-value pieces we recommend a tracked service.
Refunds go back to the payment method you originally used. Your bank may take a few working days to show it.
Returning from outside the UK
Mark the parcel clearly as returned goods on the customs declaration. If it is not marked that way we may be charged import duty to receive your own return, and we would have to pass that cost on. Any duty or import VAT you paid to receive the order is reclaimed from your own customs authority, not from us.