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 unnecessary hoops to jump through. 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?

You have 30 days from the day your order arrives to let us know you'd like to return it. Once we've confirmed the return, you have a further 14 days to send it back. That should be more than enough time to establish that the lamp really isn't the right shade of green.

How to return something

  1. Drop us an email — Write to us at 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 — Within 2 business days we'll confirm the return address and any specific instructions from the brand.
  3. Pack it up properly — Unused, unworn, in its original packaging, with all tags attached. Exactly as it arrived, in other words.
  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 — Once the brand confirms receipt and everything checks out, your refund will be on its way. Give it up to 15 business days to appear, and email us at mail@brixbailey.com if it hasn't shown up by then.

Shipping costs are non-refundable, unless the item was faulty, damaged or not what you ordered — in which case we'll cover everything.

Where does it go back to?

Because our brands ship direct from their own studios and workshops — many of them right here in the US, others across Europe and beyond — returns go back to wherever the order shipped from. US order goes back to a US address. European order goes back to Europe. We'll always confirm the exact address when you get in touch — please don't send anything back without checking with us first.

Returning internationally?

A few extra steps, but nothing too 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 — which rather defeats the point of a refund. We'll deduct any such charges from the amount we return to you, which nobody wants. So do please mark it correctly.

Things we can't take back

Most things are returnable. The following, unfortunately, are not:

  • Perishable goods — food, drinks, plants, fragrances and toiletries
  • Personal care items with a broken hygiene seal — earrings, underwear, swimwear
  • 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

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

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.

Still not sure?

Email us at mail@brixbailey.com. We're a small team, we read everything, and we're genuinely happy to help.