Returns & Exchange Policy

I want you to be completely satisfied with your purchase. If you need to return an item, my team are here to help.

Returns Policy

We accept returns of unused items in their original condition within 7 days of delivery. To qualify for a return, items must be:

  • Unwashed and unworn
  • Undamaged
  • In their original packaging with all tags attached
  • A return request must be accepted by us before you can return the item

To request a return, please contact us via this form: https://ajwallace.uk/pages/contact

Items We Cannot Accept for Return

The following items are not eligible for returns unless they arrive with a quality defect:

  • Jewellery and accessories
  • Customised or made-to-order products
  • Pre-order items
  • Products that have been altered to your size specifications
  • Sale items

Exchanges

We offer size exchanges for items of the same value. If your required item is unavailable, we may issue you an online gift card for the full amount spent.

Refunds

Orders up to £750: Full refund to your original payment method

Orders over £750: Online gift card for the full purchase amount

Please allow up to 15 days from the date you initiate your return request for us to process your return or exchange.

Damaged or Defective Items

As each of my pieces is a one-off, if you receive an item in poor, broken, or damaged condition, we'll send you a similar product of the same value after you have chosen your new item. 

All complaints regarding damaged or defective items must be reported within 7 days of delivery.

Postage Costs

You will be liable for all postage and insurance costs to return the item to us, unless the item is defective and can be demonstrated with photos. 

Any items returned to us must be fully insured in transit, and you will be requested to provide evidence of this. 

Processing Time

Once we receive your returned item and it passes our quality inspection, we'll issue your refund or online gift card immediately. The complete return process typically takes 7–8 days from the date we receive your item.

Please note: Any complaints reported after 7 days of delivery cannot be accepted.