At Pieces Shop, we want you to be absolutely thrilled with your new style finds. However, we understand that sometimes an item might not be the perfect fit. Our Returns & Exchanges policy is designed to be straightforward and hassle-free, reflecting our commitment to your satisfaction.

Our Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.

Please Note: For hygiene and health reasons, we cannot accept returns or exchanges on swimwear and underwear unless the item is faulty. This is a standard practice in the fashion industry to ensure the safety and well-being of all our customers.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange process:

  1. Contact Us: Within 15 days of receipt, please email us at [email protected] with your order number and details about the product you would like to return or exchange. You can use the template provided below to ensure you give us all the necessary information.
  2. Wait for Instructions: Our customer service team will respond within 48 hours (excluding weekends) with a Returns Authorisation number and detailed instructions on where to send your package.
  3. Ship the Item: Carefully pack the item(s) and ship them to the address we provide. We recommend using a tracked shipping service for your peace of mind. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the item is faulty.
  4. Processing: Once we receive and inspect your returned item, we will process your exchange or refund. We will send you an email notification to confirm this.

Refund Timelines & Methods

Your happiness is our priority, and we will process refunds promptly.

  • Timeline: Please allow up to 10 business days for us to receive and process your return. Once processed, your refund will be issued to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Processing Time: Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to be fully reflected in your account.
  • Exchanges will be shipped out as soon as we process the return, subject to stock availability. If the item you want is out of stock, we will issue a refund instead.

Return & Exchange Request Email Template

To make the process even easier, feel free to copy and paste the template below into an email to us at [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pieces Shop Team, I would like to request a [return/exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [e.g., ‘Long Wool Coat’] Size/Colour: [e.g., ‘M’, ‘Black’] Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item is unused, with original tags attached and in its original packaging. Please provide me with the Returns Authorisation number and the shipping address for the return. Kind regards, [Your Full Name] [Your Email Address]

Questions?

If you have any questions about returning an item to us, our friendly customer service team is here to help. Don’t hesitate to reach out at [email protected].

Thank you for shopping with Pieces Shop.

Happy Styling,
The Pieces Shop Team