Refund policy

Return and Refund Policy

We want you to love your order. If something isn't right, you can return it within 30 days of delivery for a refund or exchange.

Eligibility
To be accepted for return, items must be unworn, unwashed and in their original condition, with all tags attached and in the original packaging.

How to start a return
Email us at essenceclosetuk@gmail.com with your order number and the item(s) you'd like to return. We'll reply with instructions and the return address. Please don't send items back without contacting us first, as we can't guarantee we'll be able to process them.

Return postage
Unless the item is faulty or we sent the wrong item, you're responsible for the cost of return postage. We recommend using a tracked service, because we can't be responsible for returns that are lost in transit.

Refunds
Once your return arrives, we'll inspect it and email you to confirm. Approved refunds are made to your original payment method within 14 days of us receiving the item. Your bank may take a few extra days to show the funds.

If you cancel your order within 14 days of delivery, we'll also refund your original standard delivery charge.

Exchanges
If you need a different size, email us and we'll help you exchange it, subject to availability. Alternatively, you can return the original item for a refund and place a new order.

Faulty or incorrect items
If your item arrives damaged, faulty or incorrect, contact us within 30 days of delivery with your order number and photos of the issue. We'll cover the return postage and offer a replacement or a full refund.

Your legal rights
This policy is in addition to your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, and does not affect them.

Contact
For any questions about returns, email essenceclosetuk@gmail.com.