Restricted products:
We cannot accept returns of the following items:
- Perfume and nail polish (due to transport restrictions)
- Made-to-order items (including selected styles from the Cinderella Edit)
- Earrings for pierced ears
We also cannot accept returns of socks that have been worn and/or are not in their original packaging and where our black label has been damaged.
Lipsticks and lip glosses can be returned provided they are unopened and in their original cellophane packaging.
Swimwear must be tried on over underwear without removing the protective strip. Swimwear can be returned provided it is in its original condition with the original tags attached. The underwear protective strip must also be intact. Please note that worn, used, altered or damaged items cannot be accepted.
Faulty items:
An item is considered faulty if it arrives to you in an inferior condition or if manufacturing defects appear within one year of delivery. Normal signs of wear and tear are not considered defects. For more information, see our Care and Repair page. Before returning a faulty item to us, please contact our customer service with the following information:
- Your purchase receipt/online order number
- A brief description of the quality problem
- Pictures of the affected area
Our customer service team will then contact you and advise you on the next steps.
All damaged returns are thoroughly inspected by our quality control experts to determine if an item is faulty or if a quality issue was caused by wear and tear or by trying the item on without following our returns policy. We will endeavour to repair items, but unfortunately we cannot guarantee this.
In the event that your item is faulty due to a design defect, we may be able to replace your item. Any replacement is subject to availability. We ask that you select this option when making your return request.