Return Policy

Returns Window

You may return any item within 14 days of receiving your order, provided the item is unused, unworn, and in its original condition with all tags attached.

To initiate a return, simply message us on WhatsApp at +44 7352 975899 or email us with your order details and reason for return. We will respond within 24 hours.

Conditions for Return

To be eligible for a return, your item must meet the following conditions:

• Item must be in its original, unworn condition
• All original tags and packaging must be intact
• Item must not have been washed, altered, or damaged
• Return request must be made within 14 days of delivery
• Proof of purchase (order confirmation or WhatsApp receipt) must be provided

Non-Returnable Items

The following items cannot be returned or exchanged:

• Items marked as Final Sale or heavily discounted items
• Items that have been worn, washed, or altered
• Custom or made-to-order pieces
• Items returned after the 14-day window

Exchanges

We happily offer exchanges for a different size or colour where stock is available. To request an exchange, contact us via WhatsApp within 14 days of receiving your order. We'll do our best to accommodate your request subject to availability.

If your desired exchange item is not in stock, we will issue a full refund or store credit — your choice.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5–7 business days to your original payment method. For WhatsApp/bank transfer orders, we will send payment directly to your provided bank details.

Return Shipping

Customers are responsible for return shipping costs unless the item was received damaged or incorrect. We recommend using a tracked shipping service as we cannot be held responsible for items lost in return transit.

If you received a damaged or incorrect item, please contact us immediately via WhatsApp and we will arrange a free return and replacement at no cost to you.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos of the item and packaging. We will resolve the issue promptly — either with a replacement, exchange, or full refund.

How to Return

Returning is simple:

• Step 1: Message us on WhatsApp (+44 7352 975899) with your name, order details, and reason for return
• Step 2: We will confirm your return and provide the return address
• Step 3: Package your item securely and post it using a tracked service
• Step 4: Once received and inspected, your refund or exchange will be processed within 5–7 days

Contact Us

For any questions about your return or exchange, our team is ready to help:

• 📱 WhatsApp: +44 7352 975899
• 📸 Instagram: @essencebydevontee_
• 📍 Based in Carlisle, United Kingdom