Returns & Exchanges

You have the right to cancel your order after placing it online up until 14 days after you have received the items.

Should you wish to cancel the order before dispatch, please notify us as soon as possible via email to: customerservice@fivesixblue.co.uk or by telephone to 01284-787614 or from overseas to 0044-1284-787614.

If we have dispatched the item, you will need to inform us via email that you wish to cancel your order and return your item to: customerservice@fivesixblue.co.uk where we will acknowledge the order cancellation and issue an Authorisation Returns Number.

Refunds will only be given for online clothing and jewellery* orders if the item(s) are returned new, unused and unworn, in their original saleable condition with all original tickets and tags still attached within 14 days of you notifying us of the cancellation of the contract. Candles may only be returned if they have not been lit and the wick must show no signs of having been burnt or cut. Items should be securely packaged, preferably in their original packaging, and returned to us via a trackable insured service as we cannot accept responsibility for items lost or damaged in the return transit.  Please note the return shipping costs are at your expense and risk.

If items are returned from Norway, Iceland, Switzerland, Australia,  New Zealand, Japan, Israel, Canada, UAE or the USA, then any local customs duties and/or local sales taxes that were applicable are non-refundable through Five Six Blue Ltd.

We do not accept items back that have ANY indication that they have been used (including make-up stains and odours on clothing and jewellery). In such cases we would return the item (s) to the purchaser and no refund would be given.

*We cannot accept earrings back as returns for hygiene reasons, unless faulty.

***COVID-19 UPDATE as at 25 March 2020***

Please note that our returns may take longer to process due to the increased length of time they are likely to take in transit to us through our 3rd party returns address provider. It is even more important that you LET US KNOW that you are sending back a Return – ideally within the usual 14 day notification period. We may accept later returns than the additional 14 days legal requirement – but only if we have heard from you within 14 days of you receiving the item.

Our United Kingdom Returns address during the current COVID-19 situation is:

Five Six Blue Boutique Returns,
C/O Moreton Hall Sub Post Office,
Lawson Place,
Bury St Edmunds,
Suffolk,
IP32 7EW

We can only refund to the original card/payment method used for purchase, even if the item is a gift. We aim to process refunds as quickly as possible following receipt of your returned goods however, please allow up to 10 working days for the refunds to clear through the banking system. We will only refund the original postage costs if all items in the order are returned. We do not refund the return postage costs, unless we agree that an item is faulty.

If you require an exchange, you should still proceed as per the outlined Returns procedure, but inform us via email at customerservice@fivesixblue.co.uk of the item that you wish to exchange for in order that we can set that stock aside. We will dispatch your alternative selection once we have received your original goods back and made any price adjustments. Any goods for exchange must still be new, unused and unworn, in their original saleable condition with all original tickets and tags still attached within 14 days of you notifying us of the intention to exchange. Items should be securely packaged, preferably in their original packaging, and returned to us via a trackable insured service as we cannot accept responsibility for items lost or damaged in the return transit.  Please note the return shipping costs are at your expense and risk.

ITEMS NOT ACCEPTED BACK FOR RETURN

We cannot accept hand cream or earrings back for return for hygiene reasons. If there is a fault with any such item, please email us at customerservice@fivesixblue.co.uk before returning so that we can contact the manufacturer.

EXCHANGING A GIFT PURCHASE

We will only exchange a gift purchase if we are provided with the name of the orginal purchaser and all other Returns procedures are met (including all original tags still attached). We do not accept items back that we cannot trace to a transaction on our site.

LATE RETURNS

Late returns for exchange will only be considered on an exceptional basis and are wholly at the discretion of Five Six Blue Ltd.

FAULTY GOODS

Goods are faulty if they are received damaged or where a manufacturing fault occurs within one month of purchase. Please contact us at customerservice@fivesixblue.co.uk if you wish to report faulty goods. Please note that items that are damaged as a result of normal wear and tear or by not adhering to attached or enclosed care instructions are not considered to be faulty.

GOODS PURCHASED AT A POP-UP EVENT

We do very occasionally take part in pop-up events. For goods purchased in person at a pop-up event, we reserve the right not to accept goods back for a refund. Such events will only take place where there are facilities to try on garments and therefore customers’ should take the opportunity to try items on before purchasing. We will however, accept goods back for exchange within 7 days of the event, as long as the items are still new, unworn and unused with all original tags and tickets attached. Any postage costs to return the items are at your expense and risk. Please contact us at customerservice@fivesixblue.co.uk if you wish to exchange any item purchased at a pop-up event.

 

Contact Us

If you need to contact us, please use this form to send us a message and we will respond to you as soon as we can.

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