Refund policy

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at daisyhardcastle@msn.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at daisyhardcastle@msn.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at daisyhardcastle@msn.com.

We hope that you will be delighted with your order; however we understand that there are occasions that you may want to return items. You can return items to us within 14 working days of receipt. Please remember that if you decide within the first fourteen working days of receipt that the goods are not to your satisfaction you may return them to us. All we ask is that you return the goods in all their original packaging and condition, including the outer box and in a re sell-able condition. We are not able to refund postage charges for none damaged goods but we will send any exchanges or replacements free of postage charges, excluding pallets and non mainland UK postal addresses.
(We are unable to upgrade the delivery service or cover the cost of any exchanges that require a higher postage rate.)

How to return or exchange items
Contact our customer services by email daisyhardcastle@msn.com stating your reason for return and whether you would like an exchange or refund. In the case of a damaged product, please do send over an image where possible for us to pass on to quality control.
Under the Sale of Goods Act 1979, you may be entitled to a refund or replacement where goods are faulty or damaged, please notify us within 28 working days of receiving the goods and have a valid proof of purchase. If the item is damaged or faulty, then we will cover the cost of collecting the item. Please ensure that if you are sending anything back to us that you request a proof of postage, as we will not be liable for items lost in transit on their way back to us without proof of postage. All we ask is that you return the goods in suitable packaging to avoid any further damages.
If you wish to return an item which is not damaged or faulty for a refund or exchange please notify us within 14 working days. This is done at your own cost and original postage paid will not be refunded. We are able to arrange for a courier collection on your behalf at a charge of £12.00 per box, but someone will need to be in all day to accept the parcel as we cannot offer a specific time for collection. Failed collections will be chargeable at £12.00 per box.
If you requested a replacement item or exchange, this will be sent free of post & packaging charges, this excludes pallets and non mainland UK postal address.
(We are unable to upgrade the delivery service or cover the cost of any exchanges that require a higher postage rate.)
If you have requested a refund, please allow up to 14 days of receipt of your returned items to be processed. The refund can only be credited back onto the original card used to purchase the item(s).
You can track your refund has been processed
Please note that refunds for items bought as gifts can only be given to the original purchaser and if you decide to swap an item we cannot stop the payer from knowing.
Please be advised that if an item is returned to us after our returns period has ended, and without advising us first, then we can only offer an exchange or credit notes, we are unable to offer a full refund.
Please note –
Courier Collections
-please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.
Damaged Items
If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify DH customer services of such fault or damage using the telephone number stated on the sales receipt or in our delivery advice email / on our website (for online orders) as soon as possible after delivery.

Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.

Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or if we are unable to do so, we will reimburse you with the full amount you have paid for the product together with any delivery charges.

We will not accept responsibility for any items that are damaged during the delivery process to the extent that such damage is your fault. AS soon as item arrives please check packaging for damage and as some as damage is noticed upon opening please advise as could not be proven it happened in transit after opened .