Returns Policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of this policy, you can contact us via the ‘Get in Touch’ tab on our website. We endeavour to respond as soon as possible.
If you are not happy with the way we deal with your return, you can raise a complaint. Please refer to our complaints policy for further details.
If you change your mind
This section sets out our policy in relation to ‘change of mind’ returns. Please refer to the further section below if you believe your item is faulty.
Before dispatch
If you change your mind after you place an order, you will have 15 minutes after placing your order to cancel it. You can do this by sending an email to [email protected] where our customer services will assist.
Information required:
- Order Number
- Name and contact information
- Reason for cancellation
Customers will receive a confirmation email once their cancellation request has been processed. There will be 7 business days timeframe for processing the refund.
If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method.
Changing your mind – after dispatch
If you change your mind after receiving your item, you should notify us of this within 14 days of your receipt of the item.
If you would like to return your item, you should:
- Ensure the item is still in the same condition it was in when the product was purchased, with all tags and packaging intact.
- Notify us within 14 days that you would like to return the item.
- Once you have notified us of your return, you will receive an acknowledgment and instructions confirming how to return your item to us.
- You must cover the postage and shipping costs of your return. We advise any products being returned are sent via a tracked service.
- You must ensure your item is returned to us within 14 calendar days of us acknowledging your return request.
Exclusions
Please note that some items may be excluded from our change of mind returns policy. If this is the case, the product will be marked as non-refundable and made clear to you at the time of your purchase.
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section below.
Returning a faulty item
The goods that you receive from us must be:
- Of satisfactory quality;
- Fit for purpose; and
- Match any description, sample or model by reference to which they were sold (Please see any disclaimers on the order page for any differences in colours).
We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.
If you are returning a faulty item within 30 calendar days of receiving your goods, you can request a full refund from us.
If you are returning a faulty item after this period, you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to some or all of your money back, in accordance with your consumer rights.
How to return a faulty item
If your item is faulty, you should:
- Notify us of the fault as soon as possible.
- Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
- We will cover the postage and shipping costs of your return if we agree the fault lies with Dessus Fashion Ltd. We will provide the label to you.
- The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
The rights in this section exist separately from any warranty you may also have. Please contact us to discuss any applicable warranty.