1. Your Right to Cancel
You have 14 days from the day you receive your items to notify us that you wish to cancel your order.
• To notify us, please email info@empressoflace.com with your order number.
• Once you have notified us, you have a further 14 days to return the items to us.
2. Condition of Items
Under the law, you are allowed to handle the items to establish their nature and characteristics (much like you would in a physical shop). However:
• Labels & Seals: If an item has a hygiene seal or security tag that has been broken, or if the item has been worn beyond a simple “try on,” we may deduct an amount from your refund to reflect the diminished value of the goods.
• Original Packaging: Please return items in their original packaging where possible to ensure they are protected during transit.
3. Shipping & Costs
• Return Shipping: You are responsible for organising and paying for the return shipping.
• Tracking: We strongly recommend using a tracked service, as the items remain your responsibility until they are safely received by us.
• Outbound Delivery Refund: If you return your entire order, we will refund the cost of standard delivery (the cheapest shipping option we offered at checkout). If you chose an express or premium delivery service, we are only required to refund the amount of our standard delivery charge.
4. Processing Your Refund
We will process your refund within 14 days of receiving the items back (or receiving evidence that you have sent them). Your refund will be issued via the original payment method.
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How to Return
1. Email us within 14 days of delivery. Shipping information will be sent to your email address.
2. Post the items within 14 days of your email to the shipping address provided.