Refund Policy

Returns, cancellations and refunds

If you buy from House of Usayd online, you normally have 14 days from the day you receive your goods to tell us that you want to cancel your order. After telling us, you normally have a further 14 days to return the goods.

Please contact us before sending anything back so we can provide the correct return instructions. Some orders are fulfilled by partner locations, so please do not send a return to an address shown on a parcel unless we have confirmed that address for your return.

You may inspect or try on an item as you would in a shop. We may make a deduction where the value of returned goods has been reduced by handling beyond what is reasonably necessary to inspect them.

Where a cancellation right applies, we will refund the amount due using the original payment method within the applicable legal timeframe once the goods have been returned, or once acceptable evidence of return has been provided where the law permits. If you paid for standard delivery, the standard delivery cost will also be refunded where required by law. Any extra amount paid for an enhanced delivery service does not have to be refunded beyond the standard delivery cost.

Unless an item is faulty, damaged, incorrect or the law requires otherwise, you may be responsible for the direct cost of returning it. If an item arrives faulty, damaged, not as described or incorrect, contact us as soon as possible so we can put things right. Your statutory consumer rights are not affected.

Certain legal exceptions to change-of-mind cancellation can apply, for example to personalised goods or some sealed hygiene products after opening. If an exception applies to a product we sell, we will make this clear where appropriate.

To start a return or ask about a refund, use our Contact page and include your order number where possible.