Refund policy
Returns & Refunds Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging. You’ll also need proof of purchase.
To start a return, please contact us at hello@cinderandash.co.uk.
Customers are responsible for return postage costs unless the item is faulty or incorrect. Items sent back without first requesting a return will not be accepted.
If you are returning your entire order within the 14-day cooling-off period, the original standard delivery cost will be refunded.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you receive the wrong item. We will assess the issue and resolve it as quickly as possible.
Exchanges
The fastest way to get the item you want is to return the item you have. Once your return is accepted, you can place a new order.
Non-returnable items
Certain items cannot be returned, such as:
- Personal care goods (for hygiene reasons)
- Items that have been worn, used, or damaged after delivery
If you have any questions about your item, please contact us before purchasing.
Sale items
Sale items can be returned but must meet the same return conditions as full-price items.
Refunds
We will notify you once we’ve received and inspected your return and let you know if your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@cinderandash.co.uk.
Return address
Return instructions and the return address will be provided once your return request has been approved.