Refund policy

Returns

Should you wish to return an item please see our terms and conditions below.


Which items cannot be returned

  • For hygiene reasons, we cannot accept returns of pierced earrings if the hygiene seal or transparent packaging has been broken and/or opened.
  • Large items (such as framed art or furniture) will be dealt with on a case-by-case basis. Please contact us to discuss your item.
  • Items which have been opened and/or used and therefore cannot be resold.

 

How to return

  • If a return for a product has been agreed, all items must be returned in the original packaging provided.
  • Fragile items (such as glassware, ceramics) must be repackaged exactly as they arrived, and wrapped carefully in the protective packaging they came with originally.
  • Where provided, any branded packaging such as jewellery boxes and clothing tags should be included with your return.
  • The item(s) should be returned unused, unworn and in perfect condition so that our small brands are able to resell them. Any returns that are damaged, soiled or returned without their original packaging might not be accepted and may be sent back to you.
  • Consumables (such as hand cream and soap) can only be returned for a refund if they are unopened, unused and in a re-saleable condition, with all tamper-resistant seals, packaging and any plastic wrapping intact.

Please note: if you wish to return items from multiple Brands, you will need to request each return separately and ensure you send the items back to the correct Brands.

 

If you’ve changed your mind about a product.

Customers may return the product to the Brand (the small business you bought it from on our site) within 28 days, providing it’s in good condition and in its original packaging.

  • Please get in touch within 14 days of receiving your product using our contact form on the website contact us page to request a return (you will need to provide your order number and email address so that we can locate your order).
  • Once we’ve confirmed your item is eligible for return, return postage must be covered by you and we recommend that you use a tracked service as it is your responsibility to ensure the item arrives safely with the Brand. Please make sure your details are included with the return (including your order number, your name and your address). If you are unsure of the return address, please contact us.
  • For your return to be accepted, the Brand must receive the returned item within 28 days of when it was first received by you.
  • Once the Brand receives the returned item, a refund will be issued to your original payment method within 14 days. Once the refund has been made, please allow up to seven days for the refund to appear in your account or to show on your statement.
  • If you are returning a product because you’ve changed your mind, the maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method offered by the Brand. This means that if you have paid for express delivery, you will only be refunded the cost of standard delivery.
  • You will then receive an email to confirm that your refund has been processed.

 

If you’ve received a faulty, broken or incorrect product.

  • If you receive a product that is faulty, broken or incorrect, you have 30 days from receipt of the order to contact us to request a return, and a further 14 days to return the item to the Brand.
  • Please get in touch within 30 days of receiving your product using our contact form on the website contact us page to request a return. You will need to provide your order number and email address so that we can locate your order, as well as including a photo and description of the product issue.
  • You then have a further 14 days in which to return the item to the Brand. 
  • If you request a refund — once the Brand receives the returned item, a refund will be issued to your original payment method within 14 days. Once the refund has been made, please allow up to seven days for the refund to appear in your account or to show on your statement. If you paid for ‘Express delivery’, the delivery cost will also be refunded. You will then receive an email to confirm that your refund has been processed.
  • If you request a repair or replacement — this will be completed within the original delivery time frame stated on the product listing. If the Brand is unable to repair or replace your product within this time frame, we will let you know so that you have the option to either accept a later delivery date or receive a full refund.

 

If you have any questions or would like an update on the status of your refund, please feel free to contact us at shop@thecuratedstore.co.uk

 

 

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 shop@thecuratedstore.co.uk.