Returns & Refunds Policy

Last updated: [date]

Your right to cancel

You may cancel your order within 14 days of receiving it, without giving a reason.

The 14 days run from the day you, or someone you nominate, receives the goods. Where an order arrives in several parcels, the period runs from the day you receive the last item.

How to start a return

Email [email] with your order number and the item you wish to return, before the 14 days expire. A clear statement that you are cancelling is enough — you do not need to give a reason.

We will reply within 24 hours with the return address and instructions.

Please do not send anything back before contacting us. Returns sent without prior notice cannot be processed and may not be refundable.

Once you have told us you are cancelling, you have a further 14 days to send the goods back. The deadline is met if you send them before those 14 days expire.

Return shipping costs

You are responsible for the direct cost of returning the goods to us. We do not provide free return labels and we do not reimburse return postage.

The only exception is where an item is faulty, damaged, or not what you ordered. In that case we cover the full cost of return.

We recommend using a tracked service. We cannot refund a return that does not reach us and for which you have no proof of postage.

Condition of returned items

Items must be returned:

• unworn and unwashed
• with all original tags still attached
• free from marks, make-up, perfume, deodorant, smoke or pet hair
• in their original packaging where practical

You are welcome to try an item on as you would in a shop, to check the fit, size and appearance. If you handle it beyond what is necessary to establish its nature, characteristics and functioning, we are entitled to reduce your refund to reflect the resulting loss in value.

Items returned in a condition we cannot resell will be refunded at a reduced amount, or returned to you at your cost.

Items that cannot be returned

For hygiene reasons we cannot accept returns on the following once the seal or hygiene strip has been removed:

• [earrings and pierced jewellery]
• [underwear and swimwear]

(Delete any category you do not sell.)

Gift cards and items marked as final sale are not returnable. This does not affect your rights if an item is faulty.

Refunds

Once your return arrives and passes inspection, we issue your refund within 14 days.

We may withhold your refund until we have received the goods back, or until you have supplied evidence that you have sent them, whichever is earlier.

Refunds are always issued to the original payment method used for the order. We cannot refund to a different card or account.

Once we issue the refund, your bank or card issuer determines how long it takes to appear on your statement — typically a further 3–10 business days.

Delivery costs

Where you cancel a full order, we refund the standard delivery cost you paid.

If you chose a delivery option more expensive than our cheapest standard option, we refund the standard amount only. The difference is not refundable.

Where you return only part of an order, delivery costs are refunded in proportion to the items returned.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order for the size or colour you want. This is faster than an exchange and means you are not waiting for stock.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or is not what you ordered, email [email] with your order number and photographs of the item within 14 days of delivery.

We will replace it or refund you in full, including all shipping costs, and we cover the cost of returning it.

Your statutory rights in relation to faulty goods are not limited by anything in this policy.

Order cancellation before dispatch

If you change your mind before your order has been dispatched, email [email] as soon as possible. If we can stop the parcel, we will cancel and refund in full.

Contact

[Registered business name] trading as Havelle & Co KVK [97998362] · VAT [NL...] [Business address] Email: [email] — we reply within 24 hours, Monday to Friday.

This policy does not affect your statutory rights as a consumer.