Returns, Refunds & Exchanges

Our Promise

We want you to be happy with your order. If something isn't right, we're here to help.

Returns

You have 14 days from the date you receive your order to request a return. To be eligible for a return, your item should be unused, in its original condition, and in its original packaging.

Please note: if a returned item shows signs of use beyond what's reasonable to inspect it, such as trying it on or checking it in the way you would in a shop, we may deduct an amount from your refund to reflect the reduction in value. This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We will not refuse a refund outright for this reason.

To start a return, please email us at janefog67@gmail.com with your order number and the item you'd like to return. We'll confirm the return address and next steps.

Return postage is the customer's responsibility, unless the item arrived faulty or damaged, or we sent you the wrong item.

We recommend using a tracked delivery service for returns, as we cannot be held responsible for items lost in transit back to us.

Refunds

Once we receive and inspect your return, we'll let you know if the refund has been approved. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, refunds must be issued within 14 days of us receiving the returned goods (or, if earlier, within 14 days of you providing evidence that you've sent the goods back). We process refunds within this 14-day period, to your original payment method.

Please note your bank or card provider may take additional time to show the refund in your account.

Exchanges

If you'd like a different size, colour, or item instead of a refund, let us know in your return request and we'll arrange an exchange, subject to stock availability. If the replacement item costs more or less than your original order, we'll contact you about the price difference.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us at janefog67@gmail.com. Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods and request a full refund within 30 days of delivery. Please include a photo of the issue where possible. We'll cover the cost of return postage in this case and offer a replacement, exchange, or refund.

Items That Cannot Be Returned

Under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to:

Personalised or bespoke items made to your specification
Goods that are sealed for health or hygiene reasons, once unsealed after delivery (for example, pierced jewellery or cosmetics)
Goods that become mixed inseparably with other items after delivery
Perishable goods

These exclusions do not apply if the item is faulty, damaged, or not as described. If you're unsure whether your item is covered, contact us before ordering.

Your Legal Rights

This policy is in addition to your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give you the right to cancel most online orders within 14 days of delivery for any reason, and a further 14 days to return the goods once you've cancelled. Nothing in this policy affects those rights.