Returns & exchanges
We want you to love everything you buy from us. If something isn’t right, you can return it within 14 days of it arriving, for a refund or a different size.
This page explains how. It doesn’t affect your legal rights.
At a glance
- 14 days to change your mind. Tell us within 14 days of your order arriving.
- Then 14 days to send it back. You have another 14 days after telling us to post it.
- Unworn, with the tags on. Please try things on as you would in a shop.
- Return postage is paid by you, unless the item is faulty or we sent you the wrong thing.
- Refunds within 14 days of your return reaching us, to your original payment method. Usually much sooner.
- Sale items can be returned too.
How to return an item
- Tell us within 14 days of your order arriving. Email info@mrstsboutique.co.uk or send us a WhatsApp message with your order number, the item you’re returning, and whether you’d like a refund or a different size.
- Pack it up. Fold the item with its tags still attached, in its original packaging if you can, and put a note inside with your name and order number.
- Post it within 14 days of telling us, to:
[Return address] - Keep your proof of postage. We recommend a tracked service, such as Royal Mail Tracked, so you can see when your parcel reaches us.
We’ll email you when your return arrives and let you know when your refund or exchange is on its way.
Who pays for return postage
If you’ve changed your mind, or ordered the wrong size, you pay the cost of posting the item back to us. We don’t charge a returns fee and we don’t take anything off your refund for handling it.
If the item is faulty, damaged or not what you ordered, we pay. Get in touch before you post it and we’ll either send you a prepaid label or refund your postage in full when we refund the item.
Items are your responsibility until they reach us, so please pack them carefully and keep your proof of postage. If a parcel goes missing, that proof is what you need to claim from the carrier.
The condition of returns
Please send items back unworn, unwashed and undamaged, with the original tags still attached. It’s fine to try them on at home, as you would in a changing room.
If an item comes back worn, washed, marked (for example with make-up, perfume or deodorant), damaged or without its tags, we may reduce your refund to cover the loss in value. We’ll always tell you first and explain why.
Refunds
We refund you within 14 days of receiving your return, or of you sending us proof that you’ve posted it, whichever comes first. Usually it’s within [5] working days. The refund goes back to your original payment method, and your bank may take a few more days to show it.
Delivery charges:
- If you return your whole order, we also refund what you paid for standard delivery. If you chose a faster delivery option, we refund the cost of our standard delivery.
- If you return only some items, we refund those items but not the delivery charge.
- If an item is faulty or wrong, we refund all the delivery charges, whichever option you chose.
Exchanges
Need a different size? Email info@mrstsboutique.co.uk or message us on WhatsApp first, and Karen will put your new size aside while your return is on its way.
Send the original item back as described above. When it arrives, we’ll post your new size [free of charge]. If the new item costs a different amount, we’ll refund or ask you to pay the difference. If your size has sold out, we’ll refund you in full.
Faulty or wrong items
We check every item before it’s sent, but if something arrives faulty, damaged or isn’t what you ordered, we’re sorry. Please email info@mrstsboutique.co.uk as soon as you can, with your order number and a photo of the problem.
- Within 30 days of it arriving, you’re entitled to a full refund, including all postage costs. If you’d prefer, we’ll send you a replacement instead.
- After 30 days and up to 6 months, we’ll repair or replace it. If that isn’t possible, or doesn’t fix the problem, we’ll refund you.
This covers genuine faults. It doesn’t cover normal wear and tear, or damage from washing or care that doesn’t follow the care label.
These are your rights under the Consumer Rights Act 2015.
Items we can’t take back
For hygiene reasons, we can’t accept returns of [socks] once they’ve been taken out of their sealed packaging, unless they’re faulty.
[Gift vouchers can’t be returned or exchanged for cash.]
Cancelling an order
Before it’s sent: email info@mrstsboutique.co.uk as soon as possible. If we haven’t posted your order yet, we’ll cancel it and refund you in full, including delivery.
After it’s sent: you can still cancel within 14 days of it arriving. Just follow the steps in How to return an item.
An email or WhatsApp message is all we need, and you don’t need to give a reason. If you prefer, you can use this form (it’s the standard wording set out in the law):
To: Mrs T’s Boutique, [business address], info@mrstsboutique.co.uk
I hereby give notice that I cancel my contract of sale of the following goods: [list the items]
Ordered on: [date] / Received on: [date]
Order number: [number]
Name: [your name]
Address: [your address]
Signature (only if sent on paper)
Date: [date]
Gifts
If you’ve been given something from Mrs T’s Boutique and it isn’t quite right, email info@mrstsboutique.co.uk with the order number, or the buyer’s name, and we’ll sort out an exchange for you. Refunds go back to the person who paid, to their original payment method.
Who we are
Mrs T’s Boutique is run by [Karen’s full name or company name], [business address]. Email info@mrstsboutique.co.uk or WhatsApp 07904 132710 (Tuesday to Sunday, 11am to 7pm).
This policy is in addition to your legal rights, and doesn’t affect them. For impartial advice about your rights, contact Citizens Advice.
Need to send something back?
Email Karen or send a WhatsApp message with your order number, and she’ll take it from there.