Returns

We understand that from time to time you may wish to return a product to us.

We have created this policy to enable you to return products to us in appropriate circumstances. This policy shall apply to all of our customers, irrespective of their geographical location.

This policy shall apply to all orders submitted through our website. This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if: 

(a)    we receive the returned product within 7 days following the date of dispatch of the product to you;

(b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product.

In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a Returns Note quoting that number.

Products returned under this policy must be sent to 38 Southbourne Crescent, London, NW4 2JY.

You will be responsible for paying postage costs associated with returns under this policy.

The following types of product may not be returned under this policy:

(a)    any other products liable to deteriorate within the period of 2 months following dispatch;

(b)    toiletries and cosmetics;

(c)    any product made to your specification;

(d)    any product made to order;

(e)    any product personalized or adapted for you; or

(f)    gift vouchers.

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

We will not refund to you the original delivery charges relating to the returned product.

We will not refund to you any costs you incur in returning the product to us.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

If you would like to cancel your order, please contact us 

Unfortunately, if we have already begun processing your order, we are unable to cancel it, and you will be liable for the cost of returning the unwanted items.

Items that are personalised or made to order cannot be cancelled once production has begun, and are excluded from our returns policy.

What is the refund policy for international items?

If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase to the address shown on your delivery note, obtaining proof of postage. By original condition, we’d expect this to mean that you’ve kept original packaging and labels, and that the item is unused and undamaged.

Unless faulty, we’d like you to make your return within 28 days of purchase, and please note that you’ll need to bear postage costs. If the item is faulty, damaged or not as described, please call us on +44 7932 72 86 72, 7 days a week, 8am to midnight (UK time).

How do I return an item by post internationally?

Please follow the instructions above for any unwanted items. If we’ve sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on +44 7932 72 86 72. We’ll refund any postal charges you incur to return such items. Please note that this refund will be in sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates.

Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.

When will I receive a refund if I return an international delivery?

If you have returned the item to us, your credit or debit card will be credited within 14 days of you sending the returned item.

What happens if I return a gift sent by international delivery?

We can give you a refund for the item as long as you’re named on the order as the recipient. Otherwise, we’ll need permission from the bill payer. Please contact our Customer services team on +44 7932 72 86 72, 7 days a week, 8am to midnight (UK time) and we can discuss your options.

This website is owned and operated by Gold Brocade Limited.

Our principal place of business is London, England.

You can contact us:

(a)    using our website contact form;

(b)    by telephone, contact number +44(0) 7932 72 86 72; or

(c)    by email, using the email address published on our website.