Returns & Refunds

Last updated: Friday 10th April 2026

Your Legal Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is often called your "cooling-off period".

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If an item is faulty, not as described, or incorrect, you have additional statutory rights to a repair, replacement, price reduction, or full refund.

This policy does not affect your statutory rights. Where UK law provides stronger protections, those rights take precedence.

How to Return an Item (Change of Mind)

To return an item because you've changed your mind, please follow these steps:

Notify us within 14 days: Email [email protected] with your order number and the items you wish to return. You must notify us within 14 calendar days of receiving your order.
Prepare your return: Ensure items are unworn, unwashed, unaltered, and in original saleable condition with all tags and packaging intact. Include your order confirmation or a note with your name and order number.
Post your return: Send the parcel to:
Hornsey's Boutique, 13 High St, Clare, Sudbury, Suffolk, CO10 8NY
We recommend using a tracked Royal Mail service (e.g., Tracked 24/48) and retaining your proof of postage. We cannot be responsible for returns lost in transit without tracking.
Allow processing time: Once we receive and inspect your return, we will process your refund within 14 days. You will receive email confirmation when the refund has been issued.

Return Conditions

To be eligible for a refund under the change-of-mind policy, items must meet all of the following criteria:

Returned within 14 days of notifying us of your cancellation
Unworn, unwashed, unaltered, and free from signs of use, perfume, or deodorant
All original tags, labels, and packaging intact and attached
Accompanied by proof of purchase (order number or email confirmation)

Items that do not meet these conditions may be refused or returned to you at your cost.

Items We Cannot Accept for Return

For hygiene and safety reasons, we cannot accept returns on the following items unless they are faulty or incorrectly supplied:

Earrings (due to piercing hygiene)
Lingerie, swimwear, and bodysuits where the hygiene seal has been broken or removed
Sealed cosmetics, skincare, or fragrance products where the seal is broken
Personalised or made-to-order items

If you receive a faulty item from these categories, please contact us immediately—we will arrange a replacement or refund under your statutory rights.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered:

Within 30 days: You are entitled to a full refund. Contact us at [email protected] with photos of the issue and your order number. We will provide a prepaid return label and process your refund upon receipt.
After 30 days but within 6 months: You are entitled to a repair or replacement. If this is impossible or unsuccessful, you may request a price reduction or final refund.
After 6 months: You may still have rights if you can prove the fault existed at the time of delivery. Please contact us to discuss your options.

We cover all return postage costs for verified faulty, damaged, or incorrect items.

Refund Processing & Timelines

Refund Type	Processing Time	Appearance in Your Account
Change of mind (standard return)	Within 14 days of receiving returned goods	3–5 working days after issuance (bank-dependent)
Faulty/incorrect item	Within 14 days of receiving returned goods or proof of postage	3–5 working days after issuance (bank-dependent)
Order cancelled before dispatch	Within 24 hours of cancellation confirmation	1–3 working days (Stripe processing time)

Note: Refunds are issued to the original payment method used at checkout. If you paid via Stripe using a card, the refund will be processed back to that card. Digital wallet payments (Apple Pay, Google Pay) will be refunded to the linked card or account.

Return Postage Costs

Change of mind: You are responsible for the cost of return postage. We recommend using a tracked Royal Mail service and retaining proof of postage.
Faulty, damaged, or incorrect items: We cover return postage. We will provide a prepaid Royal Mail label or reimburse reasonable return costs upon receipt of proof of postage.
Lost returns: If a return is lost in transit and was sent without tracking, we cannot process a refund. Always use a tracked service and keep your receipt.

Exchanges

We do not operate a direct exchange service. To exchange an item for a different size or colour:

Place a new order for the item you require
Return the original item following the steps above
Once your return is processed, your refund will be issued

This ensures you receive your preferred item promptly while your return is assessed. If the original item is out of stock upon your return, we will issue a full refund.

Disputes & Chargebacks

We are committed to resolving all issues directly and efficiently. If you experience a problem with your order, please contact us at [email protected] before escalating a dispute with your bank or payment provider.

If you initiate a chargeback via Stripe without first contacting us to resolve the issue through our stated returns procedure, Hornsey's Boutique reserves the right to seek reimbursement for reasonable administrative costs and third-party payment processor fees incurred as a direct result of the out-of-procedure dispute. This clause is applied in accordance with applicable UK consumer protection regulations and does not affect your statutory rights.

Need Help?

If you have questions about returning an item, need clarification on eligibility, or require assistance with the process, please contact us:

Email: [email protected]
Address: Hornsey's Boutique, 13 High St, Clare, Sudbury, Suffolk, CO10 8NY

We aim to respond to all returns enquiries within 24–48 hours on business days. For urgent order-related issues, please include your order number in the subject line.