Refund policy

RETURN AND REFUND POLICY

We hope you love your order. If something is not quite right, you may request a return within 14 days of receiving an eligible item.

Once you have contacted us, please send the item back promptly and within a further 14 days.

Return conditions

Returned items must be:

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

We may reduce a refund where an item has been handled beyond what is reasonably necessary to check its fit and condition, or where its resale value has been affected.

Exchanges

We do not offer direct exchanges.

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

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 your responsibility until they reach us.

For an eligible cancellation of a complete order, the basic standard outbound delivery charge will be refunded where required by law. Additional amounts paid for enhanced delivery are not refundable.

Refunds

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

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

Your bank or payment provider may take additional time to display the funds.

Faulty or incorrect items

If your order arrives faulty, damaged, incorrect or not as described, please email us as soon as possible.

Include your full name, order number, details of the issue and clear photographs where relevant.

Your statutory rights remain unaffected.

Requesting a return

Email theshaylamoment@gmail.com with:

  • Your full name
  • Order number
  • Item being returned
  • Reason for the return

We will provide the return instructions and return address.