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RETURNS / REFUNDS & DISPUTE POLICY

This policy applies to all online purchases made from SHIFFONZ.

This policy is mandatory to read and accept at checkout and must be accepted before an order can be completed.

By completing a purchase, you confirm that you have read, understood, and agreed to this policy. This policy forms part of the legally binding contract between you and SHIFFONZ.

This policy forms part of the purchase contract and will be relied upon in the event of any PayPal or Stripe dispute, chargeback, or claim.

1. STATUTORY RIGHT TO CANCEL (ONLINE ORDERS ONLY)

Under the UK Consumer Contracts Regulations, customers may request a return for change of mind within 14 calendar days of delivery, subject to strict compliance with the conditions below.

This right does not apply to:

  • Hygiene-sensitive items

  • Items showing signs of use or wear

  • Items returned outside the permitted timeframe

  • Items returned in a condition different from how they were supplied

  • Items with the security ribbon/seal removed or tampered with

2. RETURNS TIMEFRAME (STRICTLY ENFORCED)

  • Returns must be dispatched within 14 calendar days of delivery

  • Day 1 begins on the courier’s confirmed delivery date

  • The returned parcel must be received by SHIFFONZ by post no later than Day 15

  • Returns received after this period will be automatically rejected

  • The reason for return must be clearly stated on the invoice

  • Items returned without the correct invoice will not be accepted

  • It is the customer’s responsibility to include the correct invoice

  • In-store returns are not accepted — all returns must be sent by post to the provided returns address

Late returns are not eligible for refunds or credits and may be returned to the customer at their own expense.

3. INCORRECT OR MISDELIVERED RETURN PARCELS

SHIFFONZ is not responsible for return parcels that are:

  • Delivered to an incorrect or incomplete address

  • Delivered to neighbours, third parties, shops, concierge desks, reception areas, or unknown persons

  • Left in a “safe place” or unsecured location without written authorisation

SHIFFONZ does not offer any collection, retrieval, or recovery service for misdelivered or unauthorised return parcels.

4. CUSTOMER RESPONSIBILITY FOR RETURNS

The customer is solely responsible for:

  • Choosing a suitable and reliable return courier

  • Ensuring the parcel is addressed exactly as instructed

  • Retaining proof of postage until the refund is processed

  • Retaining proof that the parcel was delivered to SHIFFONZ’s authorised returns address

Any parcel delivered incorrectly remains the customer’s responsibility, including recovery directly from the courier.

5. NO REFUND WITHOUT PHYSICAL RECEIPT

A return is considered received only when:

  • The parcel is delivered to SHIFFONZ’s authorised address by post, and

  • The parcel is physically received and logged by SHIFFONZ

Proof of postage or courier tracking marked as “delivered” does not constitute proof of receipt by SHIFFONZ for refund purposes.

We strongly recommend tracked or recorded delivery.

Refunds will not be issued for parcels that are:

  • Delivered to the wrong address

  • Delivered to third parties

  • Marked as delivered by a courier but not physically received by SHIFFONZ

6. CONDITION REQUIREMENTS (ZERO-TOLERANCE)

Returned items must meet all of the following conditions:

  • Completely unworn, unused, and unwashed

  • Free from odours (including perfume, deodorant, smoke)

  • No makeup marks, stains, or damage

  • No signs of wear, fitting, alteration, or excessive handling

  • Returned in original packaging

  • All original tags, labels, and security ribbons attached and untampered

  • Invoice or order reference included inside the parcel

Returns failing any of the above conditions will be rejected.

7. USED OR TAMPERED RETURNS (NO REFUND)

Returns will be refused where:

  • Tags, labels, or security ribbons are removed or cut

  • The item has been worn, even briefly (body odour is unacceptable)

  • The item has been washed

  • The item shows signs of use, damage, or alteration

  • The item is incomplete or incorrectly packaged

Rejected items may be returned to the customer at their cost or held for collection.

8. HYGIENE & NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following items are non-returnable, even if unworn:

  • Earrings (pierced products)

  • Leggings

  • Tikka sets or necklace sets containing earrings

  • Any hygiene-sensitive items

9. SALE & PROMOTIONAL ITEMS

Sale and promotional items remain subject to statutory rights. However:

  • Items must fully comply with all return conditions

  • Approved refunds are subject to a 10% handling, inspection, and restocking deduction

  • Original delivery charges are non-refundable

  • Where free delivery was applied, delivery costs will be deducted from the refund based on parcel size and weight (£6.99–£10.99)

10. FAULT CLAIMS ON SALE ITEMS

  • Sale items are not exempt from statutory rights

  • Minor cosmetic variations, disclosed imperfections, or embellishment loss within accepted tolerances do not constitute a fault

11. PRODUCT VARIATIONS & TOLERANCES

Due to the nature of embellished garments and jewellery:

  • Up to 15% embellishment loss (stones, beads, tassels, pearls) is acceptable and not a fault

  • Detachable tassels are designed for care purposes

  • Lace, embroidery, and finishing may vary between batches

  • Colour variation due to lighting or device settings is not a fault

12. FAULTY OR DAMAGED ITEMS

  • Faults or transport damage must be reported within 24 hours of delivery via email or WhatsApp

  • Clear photographs and order details are required

  • Items must be returned before any refund or replacement is issued

  • Return shipping is not free, including for faulty items

Failure to report within 24 hours voids eligibility. Damaged items must be returned before a refund is issued.
We do not offer free returns under any circumstances.

13. REFUNDS

  • Refunds are processed only after inspection and approval

  • Refunds exclude:

    • Original delivery charges

    • Return postage

  • Refunds are issued to the original payment method only

  • Processing time: up to 21 working days during busy periods

Refunds will never exceed the original amount paid.

14. UNCLAIMED OR REFUSED PARCELS

  • Unclaimed or refused parcels may incur handling and return fees

  • Approved refunds (if any) may be issued as a refund or credit

  • Shipping and handling fees will be deducted

15. PAYPAL, STRIPE & CHARGEBACK DISPUTES

By purchasing from SHIFFONZ, you agree that:

  • This policy governs all returns, refunds, and disputes

  • Returns must fully comply with this policy before any dispute is raised

  • Evidence including inspection photos, delivery records, and policy proof will be submitted in disputes

  • False claims or attempted fraud will be reported to the NFIB

  • PayPal & stripe disputes raised without full compliance with this policy will be contested using this policy as binding evidence.

Returned items that fail inspection will be documented and used as evidence in PayPal and Stripe cases.

16. STATUTORY RIGHTS & CONDUCT

Nothing in this policy affects your statutory rights under UK law.
However, items showing signs of use, wear, or tampering are not eligible under consumer regulations.

This return policy is enforced strictly by SHIFFONZ.

We do not tolerate verbal abuse, harassment, threatening behaviour, or aggressive conduct toward our staff via calls, messages, or face-to-face. Any such behaviour will result in immediate refusal of service.

17. RETURNS ADDRESS (POST ONLY)

SHIFFONZ
777 Leeds Road
Bradford
BD3 8BZ
United Kingdom

18. CONTACT

📧 socialmedia@shiffonz.com
📞 01274 208459
🕒 Monday–Friday, 10:30am–6:30pm

We aim to reply promptly; during busy periods, please allow 24–48 working hours.
Thank you for your patience.

IMPORTANT LEGAL NOTICE

Failure to comply with this policy will result in return rejection with no refund.

  • All outfits are dry clean only. Machine washing may cause damage and void eligibility.

  • Images- Slight colour variation due to lighting or device settings is not a fault.

  • You must read the description for items for variations of the products.

  • Orders cannot be cancelled, swapped, or exchanged once placed.

  • If you are unhappy with an item, you may return it within the stated timeframe, subject to this policy.

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