01Overview
This policy explains size exchanges, returns, what to do if something arrives damaged or wrong, and how refunds are paid. It applies to orders placed on this website. Wholesale orders follow the terms in their quote.
02Check Your Order
Please check your order on the day it arrives: the item, colour and size, and that tags and packaging are intact. Try clothes and shoes on indoors, on a clean floor, with the tags still attached.
03Size Exchanges
Wrong size? Tell us within 7 days of delivery and we will exchange it for another size of the same item, if we have it in stock. The item must be unworn, unwashed, with its tags attached and in its original packaging. Shoes must have clean soles.
Email dear_lady@outlook.com with your order reference and the size you need. You pay the postage to send it back; we pay to send the new size. If the size you need is out of stock, we refund the item.
04Damaged, Faulty or Wrong Items
Tell us within 48 hours of delivery if an item arrives damaged, has a fault (for example a broken zip, clasp or buckle, or a seam coming apart), or is not what you ordered. Email dear_lady@outlook.com with your order reference and photos of the item and packaging.
We replace it or refund it, and we cover the cost of collection and of sending the replacement.
05Change of Mind
You can return an item within 7 days of delivery if it is unworn and unwashed, with its tags attached and in its original packaging. Contact us first. You pay for the return postage, and we refund the item price once the return arrives and has been checked.
06Items We Cannot Take Back
- For hygiene reasons: earrings once taken out of their packaging, and hair accessories (claw clips, headbands, scrunchies and hair pins) that have been used.
- Clothes and shoes that have been worn outdoors, washed, altered or had their tags removed.
- Items with make-up, perfume or deodorant marks.
- Jewellery damaged by water, perfume or chemicals, and bags or shoes damaged by misuse.
- Items bought on a wholesale quote, unless the quote says otherwise.
Faulty items are always covered, as described above.
07How Refunds Are Paid
Approved refunds are paid to the original payment method, normally within 14 working days of approval. How quickly the money shows depends on your bank or card issuer. Delivery charges are refunded when the return is because of our mistake or a fault.
08How to Ask
Email dear_lady@outlook.com or call +6017-892 1533 with your order reference, the item and size, what happened and photos where relevant. We reply within 2 working days.