Refund policy

RETURNS POLICY

We want you to be completely happy with your purchase. If something isn't quite right, you can request a return through your account within 14 days of receiving your order.

How to Request a Return

All returns must be requested through your original order via your Shopify account. Once your request has been approved, we will provide further instructions. We do not accept returns that have not been requested and approved in advance.

UK Returns

  • Returns are charged at £4.99, which will be deducted from your refund.
  • Once approved, you will receive a prepaid Royal Mail 48 label via email.
  • Parcels can be dropped off at your local Post Office or Royal Mail Customer Service Point.
  • We recommend returning your item in the original Reverie packaging, securely sealed. If the original packaging is no longer available, please use appropriate and secure alternative packaging.

International Returns

  • International customers are responsible for arranging their own return shipping and covering all associated costs.
  • A fully tracked service and proof of postage are required.
  • Returns must be requested through your original order before shipping.

Return Conditions

  • Returns must be requested and dispatched within 14 days of receiving your order.
  • Items must be returned unworn, unwashed, and with all original tags attached.
  • Items must be tried on with care. Returns showing signs of wear, including makeup, tan, odour, or perfume, may be rejected and returned to you at your cost.

Non-Returnable Items

The following cannot be returned or refunded:

  • Custom-made and made-to-order items, including bespoke Mongolian fur coats and scarves
  • Sale items marked as final sale
  • Any item returned in a condition deemed unsuitable for resale

Refunds

Refunds are processed within 2–3 working days of receiving and approving your return. Once processed, please allow a further 2–5 working days for your bank to complete the transaction. PayPal refunds are typically processed immediately.

Exchanges

Exchange requests must be made through your original order via your account. Once approved, a prepaid Royal Mail 48 return label will be provided. Once your item has been received and approved, your replacement will be dispatched. Exchanges are subject to stock availability. If your requested item is unavailable, a refund will be issued in line with this policy.

Tracking Your Return

Once your return has been dispatched, you can track it at any time via our Track Your Order page. This covers tracking for both Royal Mail and DHL. We recommend monitoring your junk or spam folder for carrier notifications, as these can occasionally be filtered automatically.

Faulty Items

If you receive a faulty or damaged item, please contact us within 48 hours of delivery at hello@reverielabel.co.uk with your order number and clear photographs of the issue.

For any further questions, please contact us at hello@reverielabel.co.uk.