Changed your mind or something's not right? Here's exactly how returns and refunds work. Your statutory rights are not affected.
We want you to love what you buy from Simetra Sourced. If something isn't right, here's how returns work. This policy doesn't affect your statutory rights under UK consumer law.
You can cancel your order for any reason within 14 days of the day you receive it. This applies to in-stock pieces and to pieces we've sourced for you.
To cancel, email us at elliot@simetragroup.co.uk with your order number before the 14 days are up. Once you've told us, you then have a further 14 days to send the item back.
Please contact us before sending anything back. We'll reply with the return address and instructions. Items sent back without contacting us first may be delayed.
We recommend a tracked and insured service, such as Royal Mail Tracked or Special Delivery, and keeping your proof of postage. You're responsible for the item until it reaches us.
Please return items unworn, unwashed and in the condition you received them, with all tags, labels, boxes, dust bags and packaging included.
You can handle an item as you would in a shop to check it. If an item comes back worn, damaged, with tags removed or with packaging missing, we may reduce your refund to reflect the loss in value.
Return postage is paid by you, unless the item is faulty, damaged or not what you ordered.
Once we receive your return (or proof that you've sent it), we'll refund you within 14 days to your original payment method. Your refund includes the cost of standard delivery to you. If you chose a faster delivery option, we'll refund the cost of standard delivery only.
How long the money takes to reach your account depends on your bank or card provider.
For hygiene reasons, fragrance, cosmetics and other sealed items can't be returned once the seal or protective wrapping has been opened.
Items made or personalised to your own specification can't be returned unless they're faulty.
Gift cards are non-refundable.
Every piece is checked before it's dispatched. If something arrives faulty, damaged or isn't what you ordered, email us with your order number and photos as soon as possible. We'll arrange a free return and a repair, replacement or full refund, in line with your rights under the Consumer Rights Act 2015.
If you'd like a different size, contact us. Exchanges depend on availability. If we can't offer the size you need, we'll refund you instead.
Sale and discounted items have the same return rights as full-price items.
If you believe an item isn't authentic, contact us within 7 days of delivery. See our Authenticity Guarantee for the full process.
Message us before or after you order and we'll help.
Same-day dispatch before 4pm, sent Royal Mail Tracked 24.
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