Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to return an item.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We check our stock on receipt from our suppliers and again before they are despatched but mistakes can sometimes happen.

All items must be returned at your expense in brand new condition including original packaging with tags and shoes in the original box where applicable.

It is the customers responsibility to return the item(s) to us. We recommend using a recorded postage method.

There must be no signs of wear. Refunds or replacements will not be given for used or worn goods. 

Please be advised all sale and discounted items are non-refundable and non-exchangeable. End of season sale items are not available for exchange or return.

Items purchased at full price that are returned during a sale period are only eligible for refund / exchange / credit note at the current retail price.

Damage such as snags, scuffs, rips or pulls in goods after they have been worn are considered as general wear and tear. We are not liable for wear and tear or any accidental damage. Piling and bobbling of fabrics and material is considered a natural occurrence and refunds are not applicable in this case.

The care instructions from the manufacturers are tried and tested, and when followed correctly do not cause shrinkage or stretching. Laundering issues may be caused by the temperature, other items in the same wash or from tumble drying. We are not liable for any damage incurred through laundering or tumble drying. Refunds or replacements will not be given for shrinkage or damage caused to goods after washing, tumble drying or laundering. For some items we may recommend a common sense approach with regards to handwashing delicate materials or items with adornments or attachments.

For special event sales and extra discount occasions such as Black Friday, Cyber Monday, Clearpay Day and similar, items are not available for refunds and any returns which may be accepted at the sole discretion of the Company will be for store credit only. Exchanges may be possible subject to availability. We recommend new items are purchased to ensure you receive the item you want as we cannot hold or put aside items. End of season sale items are not available for exchange or return.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products).  We cannot accept returns for swimwear, underwear, face coverings, socks, tights, bottles, dummies or any items that are sealed for hygiene reasons. Please get in touch if you have questions or concerns about your specific item.

Please be advised all sale and discounted items are non-refundable and non-exchangeable. End of season sale items are not available for exchange or return.

Unfortunately, we cannot accept returns on gift cards, vouchers or items reduced in price due to known faults/damage.

We reserve the right not to refund you if you return items to us outside of our terms and conditions policy. This does not affect your statutory rights.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@starlightultrasound.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted. 

Where you have received free postage, a returned item will have the cost of standard postage / delivery deducted. Replacement / exchanged items will require postage to be paid.

Exchanges

Where requested we will always attempt to exchange an item whether it is a different size, colour or to replace a faulty item however as a boutique we cannot guarantee to always have the item you require available. The fastest way to ensure you get what you want is to make a separate purchase for the new item and contact us to organise the return of the item you have. 

Postage must be paid for replacement or exchanged items.

You can always contact us for any question or query on our returns or exchange policy, or any boutique items at boutique@starlightultrasound.co.uk. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund for it to show in your account. Where you are given store credit this will be in the form of an electronic gift card sent via email and it is for you to redeem when placing an order online. Refunds will be made net of postage / delivery charges.

Cancellations

Please note any cancelled orders will incur £5 administration charge which will be deducted from any refunded amount. This is to cover bank transaction fees and re-stocking. In the event you cancel due to changing the payment method, there will still be an admin fee of £2.50 and in such cases the £5 will be deducted and once the new order has been processed, the £2.50 will be issued as a credit note/gift card or refund.