Returns & refunds

The short version

• You have 28 days from the day your order is delivered to return an unworn item.
• That is on top of, not instead of, your statutory right to cancel within 14 days.
• Email us first — we will send you the return address and a reference to put in the parcel.
• Refunds go back to the card or account you paid with, within 14 days of the item reaching us.

What we can take back

Items must be unworn and unwashed, in the condition you received them, with any tags still attached. Please try things on over your own clothes. We cannot resell an item that comes back marked with make-up, scent or pet hair, and we will have to return it to you.

Pierced jewellery, and any item sealed for hygiene reasons where the seal has been broken, cannot be returned unless it is faulty. Everything else in the range can be returned.

How to return something

1. Email support@aismartora.shop with your order number and the item you are returning.
2. We reply with the return address and a return reference — please do not send anything back before you have this, or we may not be able to match your parcel to your order.
3. Pack the item with the reference inside and send it with a tracked service.
4. Email us the tracking number. We will confirm when it arrives.

Who pays the postage

You pay the return postage on an unwanted item, and we recommend a tracked service — until the parcel reaches us, it is your responsibility. If an item is faulty, wrongly described or not what you ordered, we pay the return postage: send us the receipt and we will refund it with the item.

Refunds

We refund to the original payment method within 14 days of receiving the item back, and usually much sooner. Your bank may take a further few working days to show it. We refund the price you paid for the item; the original delivery charge is refunded in the circumstances set out under cancelling an order.

We do not charge a restocking fee. If an item comes back worn, washed or damaged, we may reduce the refund to reflect the loss in value, and we will explain the reduction in writing before we process it.

Exchanges

We do not run an exchange service. If you need a different size, return the item for a refund and place a new order — that way you are not waiting on stock while your return is in transit.

Faulty items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, tell us within 30 days of delivery and you can reject it for a full refund. After 30 days, and within six months, we will repair or replace it, or refund you if that is not possible. Email us with your order number and a photograph of the fault.

None of this affects your legal rights.