Our Returns Policy

Returns & Cancellations Policy

Effective from Aug 2025

We want you to be completely satisfied with your purchase. Please read the following carefully to understand your rights and how to return or cancel an order.

Your Right to Cancel

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. This allows you to change your mind and notify us in writing via our Returns Form.

If you cancel before your order has shipped, you will be refunded in full, including any shipping fees paid. Kindly note orders cannot be cancelled once they have shipped.

Returns Window – UK Returns

If you cancel within the legal 14-day window, you then have an additional 14 days to return the goods to us — making a total of 28 days from the date of receipt for your return to be received.

Returns Window – US Returns

You have 14 days to return the goods to us from the date of receipt for your return to be received.

Returns Conditions

  • Items must be returned unused, in their original condition, with all tags and designer labels attached.
  • Items must be returned in original packaging, including any protective materials or accessories.
  • Returns must be packaged securely. Special occasion gowns must be returned immaculately. Refunds may be reduced if items are returned heavily creased, damaged, or poorly packaged.
  • Returns not meeting these conditions may be refused or refunded partially at our discretion.

How to Return

  • Complete the Returns Form 
  • Once your RMA is issued, together with the return instructions, ship the item(s) to the warehouse specified.
  • Customers are responsible for return shipping costs, unless the item is faulty or agreed otherwise.
  • Please note: we do not provide prepaid return labels. You are responsible for arranging and paying for return postage with a carrier of your choice, and for ensuring the parcel reaches the returns address.
  • Important: All returns must be approved — returns without an RMA will not be accepted.
  • You must return your order to the address on the RMA.
  • Note: All return shipments must be clearly marked as “Returned Goods” on customs documentation. Failure to do so may result in customs delays or refusal. The customer is responsible for any resulting charges.
  • The Returns Desk is operational Monday – Friday only. Please allow up to 72 hours (on working days only) for your RMA to generate and be sent to you.

Return Processing Time

  • Once your return arrives at our US warehouse, please allow 5–7 working days for it to be located, inspected and approved. Your refund is processed once that is complete.

Late Returns

UK returns received after 28 days from the date of receipt will not be accepted. US/International returns received after 14 days from the date of receipt will not be accepted. Ineligible returns may be returned to you (at your cost) or accepted as store credit, at our discretion.

Refunds

  • Refunds are issued to the original payment method once your return has been received and approved.
  • For orders cancelled in full prior to dispatch, the full amount paid will be refunded to the original payment method.
  • Refunds may be reduced if the item is returned in unsatisfactory condition (e.g., damaged, creased, worn, or incomplete).
  • We do not refund shipping fees unless you cancel before dispatch or the product is faulty.
  • Once a refund has been processed by us, the refund is submitted to the original payment method immediately. While the refund is initiated by us at that point, the time it takes for the funds to appear in your account is determined by your bank or card issuer. Customers should typically allow 5–10 business days for the refunded amount to appear on their account, although processing times may vary between payment providers.

Cancellations

  • Orders may be cancelled at any time before your order has gone to shipping for a full refund, including express delivery fees.
  • Once your order has gone to shipping, cancellations for a full refund are no longer possible.

Shipping Fees

  • We offer various delivery options at checkout.
  • If you return your item after dispatch, the shipping fee is non-refundable.
  • Refunds will cover product cost only, unless cancellation occurs before dispatch.

Refused Deliveries

  • Refusing delivery of your order does not constitute a valid cancellation under UK consumer law. If you wish to cancel, you must notify us in writing (via email or contact form) before your order has shipped. Once your order has been dispatched, the return process must be followed to cancel your order.
  • Refusing delivery without prior written cancellation will result in both outbound and return shipping costs being deducted from any applicable refund. Please note that:
  • Refusing delivery does not guarantee a refund if the item is not returned to us.
  • The retrieval and return process for a refused delivery may take over 4 weeks, during which time we are unable to process your refund.
  • Cancellations must be made through the formal returns process — simply refusing your parcel or writing to us after shipment does not meet the legal requirements for cancellation or entitle you to a refund.
  • We do not liaise with couriers on your behalf. It is your responsibility to monitor your shipment and respond to any courier requests.
  • If duties or delivery requirements are not fulfilled and the parcel is returned to us, both outbound and return shipping charges will be deducted from your refund. These charges will be deducted from your final refund or store credit.

Taxes & Duties

  • Import taxes and duties are the responsibility of the customer.
  • These fees are set by the carrier and must be paid directly to them.
  • Refusing to pay duties or refusing delivery does not automatically qualify you for a refund. See our section on Refused Deliveries.
  • If you plan to return your order, it is recommended to pay duties and request a refund from the carrier after.
  • To manage duty payments with DHL, enter your tracking number at: https://epayments.dhl.co.uk
  • Returns to the US. You are responsible for your return reaching our US warehouse. Items return to the US, and US customs may raise import charges on arrival. These charges are yours to settle — we do not pay them on your behalf. Please monitor your tracking and respond promptly to any message from the carrier. A parcel with charges outstanding will be delayed, and may be returned to sender or disposed of by the carrier. We are unable to refund goods we have not received. You can avoid these charges by describing the parcel on the customs form as “Returned merchandise — US goods returned, HTSUS 9801.00.10” with your order number, and ticking “Returned goods” rather than “Sale of goods”. Parcels described as an ordinary sale are charged on arrival.

Return Costs and Charges

Returns are arranged and paid for by the customer. This includes return postage, any customs charges raised when the parcel enters the US, and any carrier handling or brokerage fees. We do not pay these charges on a customer’s behalf. If a charge is raised because a parcel has been described incorrectly on the customs form, it remains the customer’s responsibility and should be settled promptly to avoid the parcel being delayed or returned.

Please note: the US suspended its $800 duty-free de minimis exemption in August 2025, and made the suspension permanent in June 2026. Every parcel entering the US is now assessed for duty regardless of value — including returns. Postal returns cannot be entered duty-free at all, so we recommend using a courier.

You can reduce or avoid these charges by declaring the parcel correctly. See “Returns to the US” above for the exact wording.

Exchanges

  • You may request an exchange instead of a return within 14 days of receipt.
  • Follow the same process as a return to obtain an RMA.
  • Exchanges are subject to availability and returned items must meet all return conditions.

Restocking Fee

  • A restocking fee of $35 applies to returns US & International
  • UK returns do not incur a restocking fee
  • No restocking fee applies to returns from the Jewellery collection.

Repeated Returns

We reserve the right to monitor return activity. Customers repeatedly returning items in breach of our terms may have future orders declined at our discretion.

Colour Accuracy

We have made every effort to display product colours as accurately as possible. However, monitor and device settings may affect how colours appear on screen.

Contact Us

If you have questions or require assistance, please contact us at: info@shaideboutique.com