Returns Policy

RETURNS:

We hope that you love your order! But, if you aren’t head over heels, then you can return the item(s) for a refund, exchange, or store credit.

To register a return, you must email hello@allaboutaudrey.co.uk and receive an RMA prior to posting your items back.

UK customers must contact us within fourteen (14) days of their order being delivered, or twenty one (21) days for international customers.

All customers are responsible for paying return postage; a pre-paid label will not be provided. Customers outside of the UK will also have to pay any potential import VAT or customs charges incurred by their returns. Any VAT or customs charges that All About Audrey have to pay on international returns will be deducted from the customer’s refund or store credit.

RETURN PROCESS:

To return an item, please email hello@allaboutaudrey.co.uk with the subject line ‘Returns [ORDER NUMBER]’. In this email you must let us know the original date of your purchase, which item(s) from the order that you will be returning and the reason for the return. Once all this information is provided, we will confirm the Return Merchandise Authorisation (RMA).

After receiving your RMA you have up to a further fourteen (14) days to post the item(s) back to us. Please secure your return in the original package (or a safe postage bag) and include a note detailing your name, order number & reason for the return. You can then post your return to:

RETURNED GOODS
All About Audrey
27 Trafalgar St
Brighton
BN1 4ED
UK

NO RETURNS WILL BE ACCEPTED WITHOUT AN RMA
FOR HYGIENE REASONS, PERFUMES AND EARRINGS MAY NOT BE RETURNED
FINAL SALE ITEMS MAY NOT BE RETURNED (all final sale items not eligible for returns will have this stated clearly in their product description)

The customer is responsible for all return postage charges. We strongly recommend that you use a trackable method to post your return. We are not responsible for any items lost in the post and refunds will not be provided for returns that do not reach us.

Upon receipt and inspection of the condition of your item(s), we will process your return and provide the refund, store credit, or exchange as requested. Refunds will be issued back to the original payment method used to place the order.

If we are unable to identify a parcel because it was received without a note of name, & order number, then it cannot be processed. If you have sent your return without this information, please contact us.

Refunds for UK customer will include the original standard postage paid on their order. If a customer opted for special delivery shipping, then only the standard postage cost will be refunded, NOT the additional cost for the upgraded service.

HANDLING & PROCESSING FEES:

All orders returned for a refund for reasons other than damage will be subject to handling & processing fees.

A minimum mandatory fee of 3% will be applied. This fee is subject to increase if we consider there to be any unusual activity associated with your account.

If we are unable to identify a parcel because it was received without a note of name, & order number, then it cannot be processed until the customer contacts us to confirm the parcel. In these cases, a £3.00 fee will be applied applied.

All handling & processing fees will automatically be deducted from the refund amount.

Returns of coats, or returns requesting store credit or an exchange WILL NOT be subject to handling & processing fees.

These fees are not intended to unfairly penalise our customers. As a small business we really appreciate everyone who shops with us and your continued support is invaluable, thank you!

However, as we are a very small team, handling and processing returns can take up a lot of our time and costs us a lot of money, so these fees help us to cover these expenses and carry on delivering all the boho goodies that you love.

We also are not a fast fashion brand and do not wish to contribute to a system that causes excess pollution and waste. As such, we do not want to encourage the culture of buying items to wear once and return, or over purchasing. We design clothes that are meant to last and be loved forever and want to make sure that we connect you with the item that is perfect for you. If you ever have any questions about fit, colour, or anything else, please do email us as we are very happy to help!

UNUSUAL ACTIVITY:

If we consider there to be unusual returns activity from your account, we reserve the right to increase your return administrations, handling & processing fee.

Unusual activity includes, but is not limited to, a 50-100% return or partial return rate on four (4) or more orders within a twelve (12) month period.

Should you approach a level that we consider to be unusual activity, then our team will let you know this when confirming the RMA.

EXCEPTIONS:

Your return will be rejected, or a credit code issued instead of a refund, for any of the following reasons:

You have not contacted us and acquired an RMA prior to posting your return
Item(s) returned in less than the original condition
Item(s) returned without the original labels

This returns policy does not affect your statutory rights.