Returns Policy

Returns

Our policy lasts 14 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with labels and tags intact.

Items must be returned within 14 days of receipt. If we receive the item/s outside of the return’s duration, they will not be accepted.

Goods currently exempt from returns:

Hair accessories

All items must be returned to the address below at your own cost. You must obtain proof of postage just in case your order is lost on its way back to us. If you are returning items over the value of £40, you should consider using a trackable postal service.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund amount.

Sale items

Only regular priced items (including those bought using a promotional discount code) may be refunded, unfortunately sale items cannot be refunded.

Exchanges

Exchanges will only be offered in the unlikely event that an item is faulty or you receive an incorrect order. Exchanges must be notified to us within 14 days of receipt of faulty/incorrect item.  Please send us an email to the address below to arrange an exchange.

Please note an exchange will be arranged for the original purchase item only and is not transferrable to another item of stock. In the event that the stock is no longer available we will offer an exchange for another item or a refund on the faulty/incorrect item only.

Faulty or wrong item

In the unlikely event you receive a faulty or damaged item you must email us at the address below, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange for the faulty item only. On receipt of the email we will advise on the next step.

If you receive an incorrect item you must email us at the address below, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange for the incorrect item only. On receipt of the email we will advise you on the next step.

Pre-orders

Payment for pre-order items will be taken at the point of order. If in the unlikely event we are unable to fulfil this order, you will be eligible for a full refund. Information about the pre-order process can be found here.

If you have any further questions, please contact our customer service team emailing info@esme-lauren.com

Returns address:

Esmé Lauren Returns

No 6. Glanville Drive

Houghton-Le-Spring

Tyne and Wear

DH4 6NZ