Terms & Conditions
Returns and Refunds
If you are not completely satisfied with the items you purchased on our website, we are happy to offer free returns and exchanges within 30 days for non-Backstage Club members, or 100 days for Backstage Club members. To return an item:
- Complete the returns form you received with your order, enclosing it with the items you wish to return
- Print a returns label here and stick it to the front of your parcel, covering the original label.
- Take your parcel to your nearest Post Office for dispatch.
For hygiene reasons we have a no returns policy on underwear, swimwear and selected jewellery.
Remember to obtain proof of postage and the code to track your return.
This returns policy does not affect your statutory rights. Please see below for full terms and conditions.
1 YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause 1 only applies if you are a consumer.
1.1 If you are a consumer, you have a legal right to cancel a Contract. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 replace the Distance Selling Regulations from 13 June 2014 and your right to cancel is now set out in the new regulations. There are some changes in the way the new regulations work so we suggest that you read this policy carefully. The period during which you can cancel is set out below in clause 1.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office. In the interest of hygiene we will not be able to accept the return of underwear, swimwear, pierced jewellery or cosmetics unless they were of unsatisfactory quality when we sent them to you.
1.2 Your legal right to cancel a Contract starts from the date of the dispatch confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
End of the cancellation period
Your Contract is for a single Product (which is not delivered in installments on separate days).
The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
Your Contract is for either of the following:
one Product which is delivered in installments on separate days.
multiple Products which are delivered on separate days.
The end date is 14 days after the day on which you receive the last installment of the Product or the last of the separate Products ordered.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first installment of your Product or the first of your separate Products on 10 January and the last installment or last separate Product on 15 January you may cancel in respect of all installments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
Your Contract is for the regular delivery of a Product over a set period.
The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.
1.3 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to email us at firstname.lastname@example.org or contact our Customer Services team by telephone on 0203 885 0001. If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by email, then your cancellation is effective from the date you send us the e-mail . For example, you will have given us notice in time as long as you e-mail us before midnight on the last day of the cancellation period.
1.4 If you cancel your Contract we will:
1.4.1 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. For example, if you have removed the tags.
1.4.2 refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within [3-5] days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
1.4.3 make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
188.8.131.52 if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 1.7;
184.108.40.206 if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
1.5 If you have returned the Products to us under this clause 1 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us. See clause 1.8 below for further information about returning faulty products.
1.6 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
1.7 If a Product has been delivered to you before you decide to cancel your Contract:
1.7.1 then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. We offer a free returns service for UK customers and you should follow the instructions on the delivery note included on your order. We recommend that you use a trackable postal service as we cannot be held responsible for any loss or damage during transit ;
1.8 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 1 or anything else in our Terms and Conditions. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
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