Refunds & Exchanges
It’s ok to change your mind!
We ask is that you request a ‘returns authorisation’ form within 7 days of receiving your order by emailing firstname.lastname@example.org. She might ask you a couple of questions, purely for refund purposes...she's not just nosey!
You have 5 working days, from the date of ‘return authorisation’, to return an item(s).
Please quote your order number which you will find on your original order confirmation email and your full name.
Don't get giddy...
All items must be returned in the condition that you received it, with all tags still attached and packaging included where applicable. So don’t get giddy and pull the tags off before you are sure!
You as the customer are responsible for the payment of postage/shipping for returns. We will not pay the postage of any unwanted items unless they are faulty.
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty.
Please contact us within 7 days of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund. Postage charges will be refunded on faulty items.
To return a faulty item, please use the ‘return authorisation’ process detailed below.
What if it's faulty?
Should you receive a faulty item, don’t worry, we will refund along with the return postage too. All we ask is that you send us a picture of your return postage receipt and we will add it to your total refundable amount.
Please read the these instructions on how to return an item;
- Email us as soon as you can to let us know you would like to return your purchase.
- We will email you a returns form to fill in. You can either print the form and include it in your return package, or email it back to us. If you email it back to us we ask that write your return number on the outside of your return package.
- Your ‘return authorisation’ form will have the return address.
Please send your returns using a secure and trackable method, for example Royal Mail Recorded delivery. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to complete your refund.
You will receive an email confirming that we have received your return and that you have been credited. Refunds will be to the original method of payment. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.
Don’t wait too long!
A ‘return authorisation’ should be requested within seven days of receiving your order. You should then return your item(s) within 5 days of receiving the ‘return authorisation’.
Returns outside these timeframes cannot be accepted.
Unfortunately we cannot offer direct exchanges (we know, it’s annoying). If you would like to buy another product, we can process a refund for your original item and you can place a new order. Just follow the refund process above.
Getting your money back.
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items).
Customs duties and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.
Please read our full terms and conditions in full before making a purchase with The Bebe Hive.