Returns & Refunds


We will happily answer your questions!

Returns


Can I return an item?

Of course you can. If you wish to return or exchange your purchased products then please send them back to us within a 14  day period. If an item has been bought in the sale, or during certain site promotions then please return within 7 days. Please be aware that we cannot pay for returning an item(s). Please also obtain a certificate of posting as sometimes post gets lost. Please check our Returns Policy for further guidance.

Returns Policy

Returned items must conform to our returns policy:

  • Your returned item must arrive at the return address no later than 14 days after you receive the order. After this time we cannot guarantee that we will accept the order for refund;
  • We strongly recommend that you try to arrange a return within 7 days of receiving your order to ensure that it arrives at the return address within 14 days. Please contact customer services if you have any queries relating to this;
  • Once your return has been received by us and it complies with our returns policy, we will refund you by your original payment method;
  • We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging;
  • Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box;
  • If the item comes with a security tag this must be left on. If the security tag is removed then the returned item will not comply with the returns policy and will not be refunded;
  • Hosiery must be returned in its unopened packages and lingerie must only be tried on over your own lingerie garments;
  • We recommend that you return items in their original packaging to ensure the necessary protection when in transit;
  • We do not accept returns for earrings of any type (costume or fine jewellery), nor for any fine jewellery items.

Exchanges

If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our returns policy.

Returns and Refunds for Customised Items

Due to the nature of personalised and monogrammed items, returns, changes or cancellations are at the discretion of Amberoot and the relevant Brands. In exercising this discretion, Amberoot and the relevant Brand will have regard to the level of customisation and personalisation and also reserves the right to offer a store credit for the relevant Brand rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised items may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Refunds


I returned an item. When will I receive my refund?

Once your return has been received by us and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

Returns and Refunds for Customised Items

Due to the nature of personalised and monogrammed items, returns, changes or cancellations are at the discretion of Amberoot and the relevant Brands. In exercising this discretion, Amberoot and the relevant Brand will have regard to the level of customisation and personalisation and also reserves the right to offer a store credit for the relevant Brand rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised items may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Have any questions we didn't answer?