Refund and Return Policy
Refund and Return Policy
At Mydearlady, we want you to feel completely confident in every piece you welcome into your wardrobe. We understand that sometimes a garment may not meet your expectations, or you may simply change your mind. That is why we have established a fair and transparent return and refund policy, designed to make the process as smooth and straightforward as possible.
Please take a moment to read the following terms carefully. Should you have any questions, our customer care team is always here to assist you at mydearlady@outlook.com.
1. Our Commitment to Your Satisfaction
Your happiness with your purchase is our priority. We stand behind the quality and craftsmanship of every item we create, and we want you to love your Mydearlady pieces as much as we loved making them. If for any reason you are not entirely satisfied, we are here to help you find a solution, whether that involves a return, an exchange, or a refund.
2. Return Eligibility
To be eligible for a return, items must meet the following conditions:
Items must be returned within thirty days of the delivery date. Returns received after this period may not be accepted, and we reserve the right to refuse the return or offer only a partial refund.
All items must be unused, unworn, and in the same pristine condition as when you received them. This includes keeping all original tags, labels, and hygiene liners intact and attached.
Garments must be free from any odours, stains, marks, or signs of wear. We kindly ask that you try on items with care, avoiding perfumes, deodorants, or cosmetics that may leave residues.
Items must be returned in their original packaging, including any protective dust bags or boxes that accompanied them. This ensures that your return can be processed without delay.
3. Items Not Eligible for Return
For hygiene reasons and to protect the health and safety of all our customers, certain categories of items are not eligible for return. These include:
Bodysuits and corsetry items that have been worn or have had their hygiene seals removed. Please ensure you try these items on over your own undergarments.
Any items that have been customised, altered, or made to order specifically for you.
Items marked as final sale or clearance at the time of purchase. These are offered at reduced prices and are considered non-returnable unless faulty.
4. Return Process
To initiate a return, please follow these simple steps:
Contact our customer care team at mydearlady@outlook.com within the return window. Please include your order number, the name used at checkout, and the item or items you wish to return. If you are returning an item due to a defect or error on our part, we kindly ask that you provide a brief description and, if possible, a photograph showing the issue.
Our team will respond to your request within one to two business days with a return authorisation number and detailed instructions on how to send your items back to us. Please do not send any returns without first obtaining a return authorisation, as this may cause delays in processing.
Carefully pack your items in their original packaging or a secure alternative. Include the return authorisation number prominently on the outside of the parcel and enclose a copy of your original packing slip or order confirmation inside.
Ship your return using a tracked and insured shipping service of your choice. We recommend that you retain your proof of postage, as we cannot be held responsible for items that are lost or damaged in transit back to us.
5. Return Shipping Costs
The cost of return shipping is the responsibility of the customer, except in the following circumstances:
If you have received an incorrect item, a damaged item, or an item with a manufacturing defect, we will cover the return shipping costs and provide you with a prepaid shipping label.
If you are returning an item for any other reason, including change of mind, size exchange, or style preference, you will be responsible for covering the shipping costs to return the item to us.
Please note that original shipping charges are non-refundable unless the return is due to our error.
6. Refund Processing
Once we have received and inspected your returned items, we will notify you of the status of your refund. Our inspection process typically takes two to three business days from the date of receipt, and we will send you an email confirmation once your refund has been approved or if any issues have been identified.
If your return is approved, a refund will be processed to your original payment method. Please allow five to ten business days for the credit to appear in your account, as processing times vary depending on your bank or payment provider. If you paid using a digital wallet or instalment payment service, the refund will be applied to the same method used for the original transaction.
In the event that your return is not approved due to non-compliance with our policy, we will contact you to explain the reason. We may offer to return the items to you at your own cost, or we may provide a partial refund at our discretion.
7. Partial Refunds
In certain situations, we may issue a partial refund rather than a full one. These situations include:
Items that are returned with signs of wear, damage, or missing original tags and packaging.
Items that are returned after the thirty-day window but are still accepted by our team at our discretion.
Items that are returned with cosmetic imperfections that were not present at the time of dispatch.
Any partial refund will be calculated based on the condition of the returned items and will be clearly communicated to you before any refund is processed.
8. Exchanges
If you would like to exchange an item for a different size, colour, or style, we recommend that you initiate a return for the original item and place a new order for the desired item. This ensures that the item you want is reserved for you and avoids any delays caused by stock availability.
We do not offer direct exchanges, as this allows us to process your request more efficiently and ensures that you receive your preferred item as quickly as possible. Return shipping costs for exchanges are the responsibility of the customer, unless the exchange is due to a defect or error on our part.
9. Faulty or Damaged Items
We take great care in quality-checking every item before it leaves our studio. However, in the rare event that you receive a faulty or damaged item, we sincerely apologise. Please contact us immediately at mydearlady@outlook.com within seven days of receiving your order, and include photographs showing the fault or damage clearly.
We will assess the issue and offer you the following options at our discretion:
A full refund to your original payment method, including any shipping costs paid.
A replacement item, subject to stock availability.
Store credit equivalent to the value of the item, plus a small gesture of goodwill for the inconvenience caused.
10. Late or Missing Refunds
If you have not received your refund after the timeframe stated above, we kindly ask you to take the following steps:
Check your bank account or credit card statement again, as refunds can sometimes take longer to appear due to banking processing times.
Contact your payment provider or bank to confirm that the refund is not pending on their side.
If you have completed these checks and still have not received your refund, please reach out to us at mydearlady@outlook.com, and we will investigate the matter promptly.
11. International Returns
We welcome returns from all of our customers, regardless of location. However, please be aware that customs duties, taxes, and any other fees incurred for international returns are the responsibility of the customer. We recommend that you clearly mark the parcel as "returned goods" on the customs declaration to avoid any additional charges.
12. Cancellations
If you wish to cancel your order, please contact us as soon as possible at mydearlady@outlook.com. We are able to cancel your order and issue a full refund if it has not yet been processed or shipped.
Once your order has been dispatched, cancellations are no longer possible, and you will need to follow our standard return procedure after receiving your items.
13. Contact Us
If you have any questions about our refund and return policy, or if you need assistance with a return, we are here to help. Please do not hesitate to reach out to us at the address below.
mydearlady@outlook.com
We value your trust and are committed to ensuring that your experience with Mydearlady is nothing short of wonderful. Thank you for being part of our story.
With warmth and gratitude,
The Mydearlady Team