Returns Policy

We hope you love your order. If something isn't quite right, please read the information below before requesting a return.

Returns

You may request a return within 14 days of receiving your order.

Once your return has been approved, please send the item back promptly and, in all cases, within 14 days of notifying us.

We recommend posting your return as soon as possible and using a tracked service.

Return conditions

To be eligible for a return, the item must be:

  • Unworn, unused and unwashed
  • Unaltered and in its original condition
  • Returned with all original packaging
  • Returned with all original tags and security tags attached and intact
  • Free from make-up, perfume, deodorant, stains, pet hair, odours and other signs of wear
  • Returned with the order number or proof of purchase

Customers may try an item on as they would reasonably do in a shop.

We may refuse a refund if an item has been handled beyond what is reasonably necessary to check its fit and condition, or if it is returned in a condition that affects its resale value.

We cannot accept a change-of-mind return where

  • The security tag has been removed or tampered with
  • The item has been worn, washed, altered or damaged
  • The item shows signs of wear or excessive handling
  • The item is not returned with its original tags and packaging
  • The item was genuinely personalised or made to the customer's individual specifications

This does not affect the customer's rights where an item is faulty, damaged, incorrect or not as described.

Return postage

Customers are responsible for arranging and paying for change-of-mind return postage.

We recommend using a tracked service and keeping proof of postage. Returned items remain the customer's responsibility until they reach us.

For an eligible cancellation of the full order, the basic standard outbound delivery charge will be refunded where required by UK law.

Extra amounts paid for enhanced or express delivery are not refundable.

Refunds

Once the return has been received and inspected, we will email the customer with the outcome.

Approved refunds will be sent to the original payment method within 14 days of receiving the return or acceptable evidence that it has been sent back.

Banks and payment providers may take additional time to display the funds.

Exchanges

We do not offer direct exchanges.

To order a different size, colour or style, return the eligible item for a refund and place a new order.

Faulty or incorrect items

If an item arrives faulty, damaged or incorrect, contact us as soon as possible at theshaylamoment@gmail.com.

Include:

  • Full name
  • Order number
  • Details of the issue
  • Clear photographs where relevant

The customer's statutory rights under UK consumer law remain unaffected.

How to request a return

Email: theshaylamoment@gmail.com

Include:

  • Full name
  • Order number
  • Item being returned
  • Reason for the return

We will then provide the return instructions and return address.