Refund policy
Returns & Refunds
We hope you love your Peony & Mulberry purchase. If you change your mind, you have 14 days from the day you receive your order to let us know that you wish to cancel and return an eligible item.
Once you have notified us of your return, the item must be sent back to us without undue delay and no later than 14 days after notifying us.
Change-of-mind returns
To help us process your return, please contact us before sending your item back and include your order number.
Items should be returned unused, unwashed and, where possible, in their original packaging with any tags or labels still attached.
You are responsible for the cost of returning items when you have simply changed your mind. We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
Please take reasonable care of items while they are in your possession. Where handling beyond what would reasonably be necessary to examine an item has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Refunds
Once your return has been received, we will check the item and process your refund as promptly as possible.
Refunds will be made to your original payment method.
Where you are exercising your statutory right to cancel, refunds will be made within the time required by law. We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
As Peony & Mulberry currently provides complimentary standard mainland UK delivery, there will ordinarily be no standard outbound delivery charge to refund.
Hygiene-sensitive products
Certain products may not be suitable for return for health-protection or hygiene reasons.
Where a silk eye or face mask, or another hygiene-sensitive product, is supplied in sealed packaging, it cannot be returned under the change-of-mind cancellation right once that hygiene seal has been broken.
Please therefore check your item carefully before opening the sealed packaging.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible with your order number and details of the problem.
Where appropriate, we may ask for photographs to help us resolve the issue quickly.
Your statutory rights in relation to faulty or non-conforming goods are not affected by this policy.
Exchanges
We do not currently offer direct exchanges by post.
If you would like a different eligible item, colour or size, please return the original item in accordance with this policy and place a new order.
How to request a return
Please contact Peony & Mulberry through our Contact Us page, quoting your order number and the item you wish to return.
We will then provide the relevant return instructions.
Please do not send a return without first contacting us.
Cancelling an Order
If you wish to cancel an eligible order under your statutory cancellation rights, please let us know within the applicable cancellation period.
The simplest way to do this is to email peonyandmulberry@gmail.com with:
- your name;
- your order number;
- details of the item(s) you wish to cancel; and
- a clear statement that you wish to cancel your order.
You do not have to use the model cancellation form below. It is provided for customers who prefer to use it.
You may copy the completed information into an email to us or print and send the form to our business correspondence address.
Model Cancellation Form
To:
Peony & Mulberry Ltd, Office C, Unit 3, 26/28 Market Street, Huddersfield, HD1 2EX, United Kingdom
Email: peonyandmulberry@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Goods: ______________________________________
Order number: ________________________________
Ordered on: __________________________________
Received on: _________________________________
Name of customer: ____________________________
Address of customer: __________________________
Signature of customer: ________________________
(only required if this form is submitted on paper)
Date: ________________________________________