Refund policy

OUR RETURNS POLICY

We hope you love your order, but if you need to return something, please contact us first at info@beforethehighstreet.com and include your order number.

Change of mind returns

You have 14 days from the day you receive your order to tell us that you would like to return it.

Once your return request has been accepted, we will send you instructions on how and where to send your parcel. Please do not send items back to us without contacting us first, as we may not be able to process returns that have not been requested in advance.

To be eligible for a return, the item should be returned in a resaleable condition, unworn, unused, with any original tags attached and, where possible, in its original packaging.

You are allowed to inspect and try on items in the same way you would in a shop. However, if an item is returned used, damaged, worn beyond what is reasonably necessary to inspect it, or with missing tags or packaging, we may make a reasonable deduction from your refund to reflect any loss in value.

Return postage

We will let you know the return postage options when you contact us.

In some cases, we may provide a free return label. Where a free return label is not provided, you will be responsible for the cost of returning the item unless the item is faulty, damaged, incorrect or otherwise not as described.

Please keep your proof of postage until your refund has been processed.

European Union right of withdrawal

If your order is being shipped to an address in the European Union, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise your right of withdrawal, please contact us at info@beforethehighstreet.com with your order number and confirm that you wish to cancel your order.

After telling us that you wish to cancel, you must return the goods to us without undue delay and no later than 14 days from the day you informed us of your decision to cancel.

Where the EU right of withdrawal applies, we will refund the price paid for the returned goods, plus the standard delivery cost paid when placing the order, where applicable. We are not required to refund any additional delivery costs if you chose a more expensive delivery option than our standard delivery service.

We may wait to issue the refund until we have received the goods back, or until you have provided evidence that you have sent them back, whichever is earlier.

Non-returnable items

Certain items cannot be returned for change of mind, including:

Personalised, custom-made or made-to-order items
Perishable goods
Sealed items that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery
Gift cards

This does not affect your legal rights if an item is faulty, damaged, incorrect or not as described.

Sale items

Sale items can be returned in line with this returns policy, unless they fall into one of the non-returnable categories above.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged, incorrect or not as described. Please include your order number and, where possible, photos of the issue so that we can help resolve it quickly.

If your item is faulty, damaged, incorrect or not as described, you may be entitled to a repair, replacement or refund depending on the circumstances and the applicable consumer law.

For EU customers, goods are covered by a minimum 2 year legal guarantee where they are faulty or not as described.

If we ask you to return a faulty, damaged or incorrect item, we will cover the reasonable cost of return postage.

Exchanges

We do not currently offer direct exchanges.

The quickest way to get a different item, size or colour is to return the original item and place a new order separately.

Refunds

Once we have received and checked your return, we will let you know whether your refund has been approved.

Approved refunds will be made to your original payment method. We will process refunds without undue delay and, where the EU right of withdrawal applies, no later than 14 days from the day we receive the returned goods or evidence that you have sent them back.

Please remember that it may take additional time for your bank, card provider or payment provider to process and show the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at info@beforethehighstreet.com.