Quality promise
What we promise about every product, and how to tell us if something is not right.
What we promise
- Every cosmetic, skincare and fragrance product is 100% genuine, sourced from the brand or its authorised distributor.
- Beauty products are stored away from heat and sunlight and are sent with at least 6 months before their expiry date.
- Clothing and accessories are checked for faults in fabric, stitching, zips and fastenings before they are packed.
What is not covered
- Reactions to an ingredient you are sensitive to. Always patch-test new skincare.
- Shade or scent preference once a product has been opened or used, for hygiene reasons.
- Normal wear, fading, or damage from washing that does not follow the care label.
- Products that have been altered, refilled or stored incorrectly after delivery.
If something is not right
- Find the order number in your order history.
- Within 7 days of delivery, contact us with the order number, a short description, and clear photographs (including the batch code for beauty products).
- We check it and, where it is covered, replace the item or refund it.
If an identical replacement is not available, we will offer a similar product or a refund under the refund policy.
Keeping things lovely
Following the guidance in Delivery & beauty care keeps your products fresh and your clothes looking new.