Returns + Refunds

We hope you love what you've bought. Genuinely. But if something isn't quite right, wrong size, changed your mind, arrived looking nothing like you'd hoped, we'll sort it. No drama. No forms in triplicate. Here's how it works.

A small but important note on exchanges: because every brand ships directly from their own studio or workshop, we can't do straightforward exchanges. If you'd like something different, return what you have and place a new order. Rather more sensible than it sounds.

How long do I have?

By law you have 14 days from the day after your order arrives to cancel, for any reason at all, and a further 14 days to send it back. We give you longer: 30 days from the day your order arrives to tell us you'd like to return it, then 14 days to post it. More than enough time to establish that the lamp really isn't the right shade of green.

One outer limit, so nobody is left waiting indefinitely: the item needs to reach the brand within 45 days of the day it was delivered to you.

How to return something

1. Drop us an email. Write to mail@brixbailey.com within 30 days of receiving your order. Include your order number and which item you'd like to return. We'll take it from there.
2. We'll send you the details. We'll confirm the return address and any specific instructions from the brand as soon as we can. 
3. Pack it up properly. Unused, unworn, in its original packaging, with all tags attached. Please include your packing slip, and any branded packaging the brand sent: dust bags, jewellery boxes, boot boxes. Those cost them money and they matter.
4. Send it back. Use any carrier you like, but please use a tracked service and hold on to your proof of postage. The parcel is your responsibility until it arrives safely.
5. We'll process your refund. Within 14 days of the goods reaching the brand, or of you sending us proof of postage, whichever comes first. Email mail@brixbailey.com if it hasn't appeared.

What you get back

The price you paid for the item, always.

If you cancel within 14 days of receiving your order, we also refund the standard outbound delivery cost. If you chose a premium or express service, we refund the standard rate rather than the upgrade. After those 14 days you're into our voluntary 30-day policy, where we refund the item and the original delivery cost stays with you.

Return postage is yours to cover, unless the item was faulty, damaged or not what you ordered, in which case we cover everything.

A small ask, while we're here

Every brand on Brix + Bailey is independent. Small studios, small workshops, often one or two people who make the thing, photograph the thing, and pack the thing themselves. They set their own delivery prices because they are genuinely paying for postage out of margins that would make a supermarket buyer laugh.

Which is why we'd gently suggest not ordering three sizes with a view to sending two back. Check the size guide on the product page first. If it doesn't answer your question, email us before you order and we'll put it to the brand on your behalf. A return costs them the postage twice over and takes a piece out of circulation for a fortnight.

None of which changes your right to send something back. If it isn't right, send it back. We'd simply prefer to help you get it right first time.

If something arrives faulty or damaged

Different situation entirely, and we cover the cost.

Email mail@brixbailey.com as soon as you can with your order number, a photograph and a short description of the problem. We'll arrange the return and either refund you or organise a replacement with the brand, at no cost to you.

Within the first 30 days you can generally reject a faulty item outright and have your money back. After that, and for a good while longer, you're entitled to a repair or a replacement, and if that doesn't put things right, to a refund or a reduction in price. Your rights under the Consumer Rights Act 2015 run well beyond our return window, so if a fault appears later rather than on arrival, still tell us. We'd prefer to sort it than have you assume you're stuck with it.

Damage caused by accident, misuse or ordinary wear and tear isn't a fault, and we can't put that right for you.

Where does it go back to?

Because our brands ship direct from their own studios and workshops, returns go back to wherever the order shipped from. A parcel from a British brand goes back to Britain. One from Copenhagen goes back to Copenhagen. We'll always confirm the exact address when you get in touch, so please don't send anything back without checking with us first.

More on how that works on our Shipping and Delivery page.

Returning internationally?

Marginally more faff, but nothing alarming. When completing your customs declaration, please make sure you:

• Mark the parcel clearly as "Returned Goods" with zero commercial value
• Include the original tracking number from when the order was shipped to you

If this isn't done correctly, customs may apply duties or taxes to the returning parcel, which would be a dismal outcome for everyone. So do please mark it correctly.

A few categories with their own rules

Not us being difficult. These are the ones where a brand genuinely can't resell an item once it's been opened or worn.

• Footwear should come back unmarked and unworn, in its original undamaged box. Try shoes on a carpet rather than a pavement.
• Jewellery for pierced ears can't be returned once the hygiene seal is broken.
• Underwear, swimwear and hosiery can only come back unworn, with the hygiene strip intact and the original sealed packaging unopened. Do try things on over your own underwear.
• Skincare, beauty and fragrance can only be returned unopened and unused, with every seal and wrap intact.
• Food, drink and plants can't be returned at all, for reasons we hope are obvious.

Other things we can't take back

• Personalised or made-to-order pieces
• Anything that's been used, washed, or returned without its original packaging or tags
• Items not in a resaleable condition

You're welcome to handle things as you would in a shop. If something comes back showing rather more use than that, we may reduce the refund to reflect it.

If something arrives that doesn't meet our return conditions, we may have to send it back to you. We'd rather not, so when in doubt, drop us an email first.

None of this affects your legal rights if a product is faulty, damaged, incorrectly supplied or not as described.

Returning multiple items?

If you're returning items from more than one brand, please allow up to 72 hours for everything to be processed. Different parcels arrive at different times, all perfectly normal. Refunds from different brands may land separately too.

Still not sure?

Email us at mail@brixbailey.com. We're a small team, we read everything, and we reply as soon as humanly possible.

You might also want our Help Center for the most common questions, the Shipping and Delivery page if your question is about getting things to you rather than back to us, or our Terms and Conditions, which include a model cancellation form.