Returns and Refunds
For the moment, returns and refunds will be a little bit delayed. If you need to return an item, your parcel will need to sit untouched for at least 72hrs for hygiene and safety of Prophecy Girl staff. So during the continuing pandemic, please allow an additional week for returns to be processed. You can always get in touch with us if you are concerned things are taking too long.
Basically, we will do our level best to ensure you receive the items you asked for in good condition, and if you're not happy for some reason, we'll try to sort it out for you. Read on for the long-winded legal version:
Our policy lasts 30 days. If 30 days have gone by since your purchase was despatched, unfortunately we cannot offer you a refund or exchange. If you at all are unsure about any part of our policy, please contact us.
Please thoroughly inspect your item upon receipt. Under UK Distance Selling rules, you have a 7-day cooling off period. To be eligible for a refund, your item must be unused and unwashed, and in the same condition that you received it. Please enclose your proof of purchase, so that we can identify your order.
Please take care when trying on items, as deodorant, perfume and makeup can damage items rendering them ineligible to be returned. Please carefully fold and pack your returned items, to help ensure they are not damaged on the return journey.
Shipping charges are non-refundable, unless the item is faulty or incorrect. Your item must be received and inspected by us before a refund or exchange is issued.
Several types of goods are exempt from being returned. Perishable goods, gift cards, downloadable products, some health and personal care items cannot be returned. We also do not accept products that are intimate such as underwear or pierced jewellery, for hygiene reasons.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check with your bank or credit card company. It may take some time before your refund is visible within your account. Bank and credit processing times are outside of our control. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Exchanges (if applicable)
If you need to exchange an item for a different size, send us an email at email@example.com and send your item to: Prophecy Girl, Springfield Grange, Old Church Lane, Pateley Bridge, HG3 5LY, United Kingdom. If the exchange item you have requested is out of stock or discontinued, we will issue you with a refund instead.
To return your item, please carefully pack and post to: Prophecy Girl, Springfield Grange, Old Church Lane, Pateley Bridge, North Yorkshire, HG3 5LY, United Kingdom.
You are be responsible for paying all shipping costs associated with returning your item. If your item was faulty or incorrect, we will refund the cost of postage.
We will do our best to process all refunds and exchanges as quickly as possible but, depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item back to us which has a value over £20, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. If your item is lost in transit on the way back to us, please contact your post office or courier service for a refund. There is no way for us to monitor or track your return parcels.