Returns - 28 Days To Change Your Mind
If you are not completely happy with any items from your order you may return them to us within 28 days from delivery (subject to the conditions and exclusions below) for a refund or store credit (you can choose on your returns form). Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted unless agreed otherwise (or in the case of faulty items - see below).
We currently don't offer exchanges, so to avoid disappointment we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability prior to receiving your return.
CONDITIONS FOR RETURN
Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.
We do not accept items that have been damaged by wear and tear, altered, smoke damaged (tobacco or fire) or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.
For purposes of hygiene we can not accept the following items:
- Bottles and dummies
- Swimwear (boys swim shorts are returnable)
- Headbands and hairclips
We take a great deal of care to quality-check all items thoroughly before they are dispatched, but please check your items carefully on delivery for any damage/faults and return them within the above returns periods for a refund, store credit or replacement.
All items returned as ‘faulty’ will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 28 days.
UK ONLY: This does not affect your statutory rights - so you may still return promotional items for a refund under the Distance Selling Regulation, which requires that you provide us written notification of cancellation within 14 days of delivery.
HOW TO RETURN YOUR ITEMS TO US
If you require to return either your order or items in your order, can can download a returns form from the link below and follow the instructions below.
- Read through our returns policy to make sure your return is eligible.
- Download & print your returns form and fill out all the necessary details.
- Pack your return up in a secure bag or box ready for shipment.
- Pick your courier of choice and send your item/s back to us.
You will be responsible for paying your own return postage, unless the item is faulty. Please use a tracked and/or signed service with added insurance up to the value of your returned items, we will not be held responsible for lost or damaged returns parcels. If your packaged arrived in a baby esmée gift box you do not need to return it. This is our gift to you.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your exchange or refund after inspecting the item/s.
Please allow 7 working days for your return to be processed. If your return is approved we will initiate a refund to your credit/debit card (or original method of payment).
You will receive the refund within 2-15 days, depending on your card issuer's policies.
If you have a query about a refund on an item you have purchased please e-mail firstname.lastname@example.org