Refunds and Returns
Great News - UK returns are free at Style Confidential*. That's because (even though we try to provide you with as much information as we can), getting the right size online can be a bit of a lottery. So, if you need to order a couple of styles or sizes to get the right fit or you just simply change your mind; you know you can send unwanted items back at no additional charge.
If you need to check sizing info before ordering, please get in touch.
STYLE CONFIDENTIAL RETURNS POLICY
IMPORTANT: If you want to return an item, please read this information thoroughly. If you do not follow our returns policy instructions as outlined below; your refund/return will be refused and if you have already returned the item to us; you will be expected to cover the cost of return postage back to you.
You have 14 days from receipt of your item/s, to request a return for exchange or refund. Requests received outside of this timescale, will be invalid.
If you change your mind once you have ordered your item and wish to cancel and receive a refund; we can only do this if your order hasn't yet been processed by the warehouse. Otherwise you will have to wait for the item to arrive and then request a return.
Please note that any items returned or requested for a refund, regardless of fulfilment status will not be eligible for a refund of the postal charges.
As we use different warehouses for fulfilment, return addresses can vary; so please do not return items without first contacting us. If you do this, your return will be invalid.
All items must be returned with the tags intact and unworn . Make up marks on clothing or signs of wear will result in a return being refused. Certain items (such as earrings) cannot be accepted for return, due to hygiene policies. We appreciate your understanding with this matter.
If you post your item to us outside of the 7 day postage window; your item will returned to you. Likewise if you do not use our label and return your package using an incorrect address or untracked service; we can not take responsibility should your package go astray.
* If you are returning an item outside of the UK we do not cover postage.
We do not accept returns on sample sale/outlet items, so please check your size before ordering.
HOW TO MAKE A RETURN FOR EXCHANGE OR REFUND
You will need access to a printer to print our returns label. We do not offer pre-printed labels.
To request a return, simply email laney@style-confidential.co.uk or use the chat icon on the website. Please indicate whether you want a refund or an exchange. Take a quick photograph of the item you wish to return (nothing fancy - on a hanger or laid out on your bed is just fine) and include it as an attachment with your email. Please include your order number in the email.
If you want to exchange your order, please indicate which specific style/size/colour you want to exchange it for.
Once your exchange/refund is authorised; we will email you a returns label, along with any reference that you may need to quote. If you have a Hermes label you must drop the item/s off at your nearest Parcel Store and you cannot use the collection option. The same applies for Royal Mail parcels which must be dropped off at the Post Office/Local Delivery Office. Labels are valid for 7 days only so must be posted within this window, otherwise your return is invalid.
We only use a tracked service for returns. Please take note of your tracking number so you can progress your return and therefore your refund. It is your responsibility to track your return. Once your parcel has been shipped and then received by us or by the warehouse; your exchange/refund will be actioned within 10 working days; via the method in which you paid. You will receive an email notification when your refund has been processed and it can then take between 7-10 days for the funds to reach your account. This timescale is a banking process - not Style Confidential policy per se.
FAULTY ITEMS
If an item develops a genuine fault within 28 days of purchase, you will be offered a replacement item or repair. If a replacement is not available or a repair not viable, you will be given a refund, using the original purchase method.
Again, please let us know about a faulty item via the online chat bot or by emailing sales@style-confidential.co.uk.
Any items that develop a fault outside of this timescale will be dealt with at the discretion of the management.
With regard to faults, please note we cannot accept responsibility for items that have been washed outside of the garments laundry instructions. For clarification, most modern fabrications include some elastane for stretch and fit. Elastane does not cope well on warmer temperatures, resulting in a loss of shape. To preserve your clothes and help the environment, we recommend washing on 30 degrees or cooler. Try and use a gentle spin, do not overload your wash and hang the garment to dry or lay flat. We never recommend tumble drying. Iron on the coolest temperature you can.
