Returns & Refunds

We want you to be happy with your purchase. If you need to return an item, you can contact us within 14 days of receiving your order in accordance with your statutory rights.

To be eligible for a return, items must be:

• In their original condition

• Unused and unworn

• Returned with any original packaging where applicable

Items that have been used, worn, altered, damaged, or are not in a resalable condition may not be accepted for return.

Customers are responsible for arranging and paying for return postage unless the item is faulty, damaged, or incorrect. We recommend using a tracked return service, as we cannot accept responsibility for parcels that are lost or damaged while being returned.

Please contact us before sending any return so we can provide the correct return instructions. Returns sent without prior contact may not be accepted.

For all return enquiries, please contact:

theurbanduchess@yahoo.com

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or you receive the wrong item, please contact us as soon as possible. We will review the issue and work with you to resolve it.

Items Not Eligible for Return

The following items cannot be returned unless faulty, damaged, or incorrect:

• Personalised or customised items

• Made-to-order items

• Sale items or discounted products

International Returns

International customers are responsible for arranging and paying for return shipping. Any return postage costs, customs charges, duties, or import fees are the responsibility of the customer.

Please contact us before sending an international return so we can provide the correct return instructions.

Refunds

Once your return has been received and approved, your refund will be issued to your original payment method. Please allow time for your bank or payment provider to process this.

Original delivery costs are non-refundable unless the item is faulty, damaged, or incorrect.

Your statutory rights remain unaffected.