At CLAIRE WEAR LTD, we want our customers to feel confident when shopping with us.
If you are not satisfied with your purchase, or if there is an issue with an item you have received, please contact our customer service team. We will review your request and provide guidance based on the circumstances of your order and applicable consumer rights.
This Returns & Exchanges Policy explains our general process for returns, exchanges and refunds.
This policy does not limit or exclude any statutory rights you may have under applicable UK consumer protection law.
2. Contact Us Before Returning an Item
Before sending an item back to us, please contact our customer service team.
Please include the following information where possible:
Order number
Name used when placing the order
Email address associated with the order
Product name
Reason for the return or exchange
Relevant photographs or other information where appropriate
Please wait for instructions before sending an item to any return address.
3. Change of Mind Returns
For eligible online purchases, UK consumers may generally have a statutory right to cancel a distance contract within 14 days of receiving the goods without giving a reason, subject to applicable legal exceptions.
If you wish to exercise a statutory cancellation right, please notify us clearly within the applicable cancellation period.
Once you have notified us of a valid cancellation, the goods should be returned in accordance with the applicable requirements and any return instructions we provide.
The statutory cancellation period and applicable exceptions may depend on the nature of the product and the circumstances of the order.
4. Condition of Returned Items
Customers should take reasonable care of products while they are in their possession.
Where a return is made under a statutory cancellation right, customers may generally handle and inspect goods only to the extent necessary to establish their nature, characteristics and functioning.
A reduction in the value of goods caused by handling beyond what is reasonably necessary to inspect them may affect the amount refunded where permitted by applicable law.
This does not affect statutory rights relating to faulty or misdescribed goods.
5. Jewellery and Hygiene Considerations
Certain products may be subject to specific legal exceptions from cancellation rights where applicable, including products that are sealed for health protection or hygiene reasons and become unsuitable for return after the seal has been broken.
Where a specific product is subject to such an exception, relevant information will be provided before or during the purchase process where required.
Nothing in this section is intended to remove any statutory right that applies to a customer.
6. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.
Please provide:
Order number
Description of the problem
Photographs of the item and packaging where appropriate
Any other information that may help us assess the issue
We will review the matter and provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, available remedies may include repair, replacement, refund or another appropriate solution.
Consumers have statutory rights where goods are faulty, not as described or otherwise fail to meet applicable legal standards. These rights are separate from any voluntary returns policy.
7. Exchanges
If you would like to exchange an item for another product or variation, please contact us before returning the item.
Exchange availability may depend on:
Product availability
The condition of the returned item
The reason for the exchange
Applicable statutory rights
The circumstances of the original order
If the requested replacement is unavailable, we will discuss the available alternatives with you.
Where an exchange is not available, an eligible refund may be provided in accordance with the applicable policy and legal requirements.
8. How to Return an Item
Once your return request has been reviewed, we will provide appropriate return instructions where applicable.
Customers should:
Contact us before returning the item.
Provide the relevant order information.
Follow the return instructions provided by our customer service team.
Package the item securely.
Include any information requested with the return.
Obtain and retain proof of postage or delivery where appropriate.
Please do not send returns to our registered business address unless we specifically instruct you to do so.
9. Return Shipping Costs
The responsibility for return shipping costs may depend on the reason for the return.
For example, where a customer exercises a statutory cancellation right because they have changed their mind, the customer may generally be responsible for the direct cost of returning the goods unless applicable law or our stated policy provides otherwise.
Where an item is faulty, damaged, incorrect or does not conform to the contract, different rules may apply.
We will provide appropriate information regarding return costs when processing your return request.
10. Refunds
Once an eligible return has been received and the relevant requirements have been satisfied, we will process the applicable refund in accordance with our legal obligations and this policy.
Where a customer validly exercises a statutory cancellation right, refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed or required by applicable law.
The time taken for a refunded amount to appear in the customer’s account may depend on the payment provider or financial institution.
11. Refund Timing for Cancelled Orders
For a valid statutory cancellation of a distance contract, applicable UK rules generally require refunds to be made within the relevant legal timeframe.
Where goods are being returned, the timing of the refund may depend on the goods being received back or the customer providing appropriate evidence that the goods have been returned, where applicable.
We will process eligible refunds in accordance with the requirements that apply to the particular order.
12. Original Delivery Charges
Where a customer validly exercises a statutory cancellation right, applicable rules may require reimbursement of the standard delivery charge originally paid.
If a customer selected a more expensive delivery option than the least expensive standard delivery option we offered, we may only be required to reimburse the amount corresponding to the standard delivery option, subject to applicable law.
13. Items That Cannot Be Returned
Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.
Examples may include products that:
Are personalised or made to the customer’s specifications
Are sealed for health protection or hygiene reasons and become unsuitable for return after the seal is broken
By their nature cannot reasonably be returned
Fall within another statutory exception
Where an exception applies to a particular product, the relevant information will be provided to the customer as required before the purchase.
Statutory rights relating to faulty, defective or misdescribed goods remain unaffected.
14. Sale and Promotional Items
Unless otherwise stated, promotional or reduced-price items remain subject to the same applicable consumer rights as other products.
A reduced price does not remove statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.
Where special promotional return conditions apply, those conditions will be communicated to customers before purchase where required.
15. Returns Without Prior Contact
We strongly recommend contacting us before returning an item.
If an item is returned without prior contact, this may delay our ability to identify the order and process the return.
Customers should retain proof of postage or delivery until the return has been successfully resolved.
16. Missing or Lost Returns
Customers should use an appropriate delivery service when returning an item and retain proof of postage or tracking information.
If a return appears to have been lost during transit, please contact us and provide the available tracking or postage information.
We will review the circumstances and provide appropriate assistance.
17. Damaged Returns
Customers should package returned products securely to help prevent damage during transportation.
If a product is damaged because it was inadequately packaged after being returned by the customer, this may be taken into consideration when assessing the return, subject to applicable law.
This does not affect statutory rights that cannot legally be excluded.
18. Refunds for Incorrect or Faulty Items
If we determine that an item supplied is faulty, damaged, incorrect or otherwise does not conform to the applicable contract, we will provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, this may include:
Replacement
Repair where appropriate
Refund
Reimbursement of applicable return costs
Another legally appropriate remedy
The appropriate remedy will depend on the circumstances and applicable consumer rights.
19. Contact Us
If you have any questions regarding returns, exchanges or refunds, please contact us before returning your item.
For order-related enquiries, please include your order number where possible.
20. Changes to This Policy
We may update this Returns & Exchanges Policy from time to time to reflect changes to our business, products, website or applicable legal requirements.
When we make changes, the “Last Updated” date at the beginning of this page will be updated.
The policy applicable to an order will generally be the policy in effect at the time of purchase, subject to applicable law.
21. Your Statutory Rights
Nothing in this Returns & Exchanges Policy is intended to remove, restrict or replace any statutory rights available to consumers under applicable UK law.
If there is any conflict between this policy and a mandatory consumer protection right, the applicable statutory right will prevail.
CLAIRE WEAR LTD 30 Hall Street Wednesbury United Kingdom WS10 8NW
