Refund policy

 

Any claims for refunds or returned items must be submitted within 30 days of the order. For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. If 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.  

Returns

Our main base is in the United Kingdom, if you wish to proceed with a return you will need to cover the costs of shipping yourself. You must email us first so that we can supply the shipping address. Please do not send your purchase back to the manufacturer.

To be eligible for a free return your item must arrive with damage. You can also be eligible for a return or refund if you receive the wrong item or wrong quantity of items. 

To complete your return, we require photographic evidence of the defect. You will be expected to cover the shipping costs for the return. We cannot offer prepaid labels. 

Wholesale Returns - We are unable to offer returns to any wholesale orders that are bespoke orders. Anything with custom designs are unrefunable. 

PRELOVED Returns - Due to the nature of our PRELOVED sale, these items are also non refundable.

Refunds

We can only provide refunds in specific circumstances. In most cases, we can offer refunds and replacements if we have made a mistake. Please contact us to find out if your circumstance qualifies for a refund. 

We cannot provide refunds if:

  • You are not satisfied with the item

  • The item isn't damaged

  • The item is late or didn't arrive on time

  • You no longer want the item

We only offer refunds if:

  • Your item arrives damaged

  • You receive the wrong item

  • Your item doesn't arrive after 40 days

We require photographic or video evidence of the damaged or defective product, in order to proceed. As soon as we deem that the product is damaged or defective, we will either issue a replacement item or request you to return the item back to us so we can issue you a refund. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@butfirstskinshop.com.

Exchanges 

We only replace items if we sent you the wrong item or if they are defective or damaged. 

Cancellations

We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time.

Please note, the following are classed as not exceptional circumstances:

  • You regret making an order

  • Your order was accidental

Order Changes

All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time. 

If you would like to change/update your order due to ordering an incorrect variant, size or colour; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at info@butfirstskinshop.com who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable.