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, either by emailing info@shaideboutique.com or via our customer service contact form.

If you cancel before your order has shipped, you will be refunded in full, including any shipping fees paid.

Returns Window

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 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 

  • Contact us within 14 days of receipt to request a Return Merchandise Authorisation (RMA) by emailing info@shaideboutique.com with your order number and return reason.
  • Once your RMA is issued, together 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.
  • 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. You will need to allow up to 72 hours (on working days only) for your RMA to generate and be sent to you. 

Late Returns

Returns received after 28 days from the date of receipt will not be accepted. Ineligible returns may be returned to you or accepted as store credit, at our discretion.

Refunds

  • Refunds are issued to the original payment method within 5–10 working days of receiving and approving your return.
  • 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.

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 express delivery only, with shipping charges applied 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

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 (U.S. Only)

  • A restocking fee of $35 applies to returns in the U.S. for gowns only
  • No restocking fee applies to returns from the Jewellery or Sportswear collections.

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