Returns and Exchanges
What is your return policy?
Returns must be made within 14 days of receiving your order. You can return items via our online portal. Any items returned should be clean, unworn and with the original tags attached. Check out our returns policy page and you'll find everything you need to know on how to return an item.
How do I return an item?
To return an item, please visit our returns portal to initiate the return process. Ensure the item is in its original packaging and condition. Any items returned should be clean, unworn and with the original tags attached.
Are there any items I cannot return?
For hygiene reasons we cannot exchange or refund pierced items such as earrings, unless they are defective or faulty.
Do I have to pay for my return?
Returns processed through our returns portal back to the warehouse and will be charged £2 per return. You have 14 days, from when you receive your order, to send it back to us. The return charge will automatically be deducted from your refunded amount when processing your return.
When will I receive my refund?
Please allow up to 10 business days.
Can I exchange an item?
Yes, exchanges are possible within the return period. Please contact our friendly customer service team to arrange an exchange.
Why do I not have a return note?
We are paperless! This is part of us helping to protect the planet and commitment to responsible practices. This does not stop you processing a returns! Please go to our returns portal to initiate a return
Can I return if I've paid by gift card, PayPal or Klarna?
You have 14 days from your order being delivered. A full refund of the returned items will be processed back to your original payment method
Can I track my return?
Querying with Flostream
Can I return or exchange an item I've received as a gift?
If you have a Shimeray gift receipt, we will still offer an exchange or refund within 14 days of receipt. The refund will be processed onto a Shimeray Gift Card. Any items returned should be clean, unworn and with the original tags attached. Returns processed through our returns portal back to the warehouse and will be charged £2 per return. The return charge will automatically be deducted from your refunded amount when processing your return.
How long do I have to drop off my parcel once I have created my return?
Please return within 14 days.