Return & Refund Policy

Last updated: 17 August 2026

At Exquisite Fashionables, we want you to be happy with your purchase. If you change your mind about an item, you may have the right to cancel your order and return the item in accordance with this policy and applicable UK consumer law.

1. Your 14-Day Return & Cancellation Right

For most purchases made online, you have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

If you decide to cancel, you must notify us within those 14 days. Once you have notified us, you must return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.

This statutory cancellation right does not affect your legal rights if an item is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.

2. Conditions for Change-of-Mind Returns

For a change-of-mind return, items should be returned:

• Unworn and unused.

• In their original condition.

• With all original tags, labels and packaging where applicable.

• Free from stains, makeup, perfume, body odour, washing, alterations or other signs of use.

• In a condition suitable for resale.

You may handle an item as reasonably necessary to inspect it in the same way you would in a shop. However, if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make a deduction from the refund for any resulting reduction in value, where permitted by law.

3. Hygiene-Sensitive Items

For hygiene reasons, certain items may not be eligible for return once they have been unsealed or worn where applicable.

This may include certain:

• Headwear and hair accessories.

• Hair-related products.

• Beauty or personal-use items.

• Items supplied with a hygiene seal where that seal has been broken.

This does not affect your legal rights where an item is faulty, damaged or not as described.

4. Customised and Made-to-Order Items

Items that are personalised, customised or made specifically to your requirements may not be eligible for cancellation or return once production has started, except where the item is faulty, damaged or not as described.

Any applicable non-returnable status will be clearly communicated before you place your order.

5. Sale and Discounted Items

Sale and discounted items may be returned under the same statutory consumer rights as full-price items.

Unless otherwise stated lawfully for a particular promotion, purchasing an item at a reduced price does not remove your statutory rights.

6. Faulty, Damaged or Incorrect Items

If you receive an item that is:

• Faulty or defective;

• Damaged during delivery;

• Significantly different from its description; or

• The wrong item,

please contact us as soon as possible with your order number and, where appropriate, clear photographs showing the issue.

We will assess the issue and, where appropriate, offer a repair, replacement or refund in accordance with your legal rights.

Where the return is due to an error on our part, or the goods are faulty or otherwise do not conform to the contract, we will cover the reasonable cost of returning the item.

7. Return Postage

For a change-of-mind return, you are responsible for the cost of returning the item to us, unless we have specifically stated otherwise.

We recommend using a tracked delivery service and keeping your proof of postage. We cannot be responsible for items lost while being returned to us without proof of delivery.

Where an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will cover reasonable return costs in accordance with applicable consumer law.

8. How to Request a Return

To request a return or cancellation, please contact us through our Contact Us page or using the contact details provided on our website.

Please include:

• Your full name.

• Order number.

• Item(s) you wish to return.

• Reason for the return, where applicable.

• Photographs if the item is damaged, faulty or incorrect.

We will provide you with the appropriate return instructions.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

9. Refunds

Once we receive and inspect your returned item, we will process your refund where applicable.

For cancellations made under your statutory 14-day cancellation right, we will refund the amount you are legally required to receive, including the cost of standard delivery where applicable.

If you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option available.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you.

Where applicable, we may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back.

10. Reduced Refunds for Used or Damaged Items

If a returned item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

This does not apply where the reduction in value is due to the item's inherent defect or where consumer law does not permit such a deduction.

11. Exchanges

We may offer exchanges where practical, subject to stock availability.

An exchange is not guaranteed where the requested replacement item, size, colour or style is unavailable.

Where appropriate, we may instead process a refund and ask you to place a new order.

12. Items Not Received

If your order has not arrived within the expected delivery period, please contact us as soon as possible with your order number.

We will investigate the delivery with the relevant courier and take appropriate action in accordance with your consumer rights.

13. International Returns

Customers returning items from outside the UK are responsible for return postage and any applicable customs charges for change-of-mind returns, unless the return is due to an error on our part or the goods are faulty.

Any customs duties, taxes or import charges that were paid at the time of delivery may be subject to the rules applicable to the relevant country.

14. Your Statutory Rights

Nothing in this policy is intended to limit or exclude your statutory rights.

You may have additional rights under UK consumer protection law where goods are faulty, not as described, not fit for purpose or otherwise fail to meet the requirements of the law.

Where there is any conflict between this policy and your statutory consumer rights, your statutory rights will prevail.

15. Contact Us

If you have any questions about returns or refunds, please contact Exquisite Fashionables through our website's Contact Us page.

We will be happy to assist you with your return.