Refund policy
Returns and Exchanges
If your order is not right, we will sort it. You have 30 days from delivery to return or exchange anything Just email us and we walk you through it.
Under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, returning within 30 days is your legal right. You do not need to give a reason.
Condition of Returns
To receive a full refund or exchange, your item needs to come back unworn and unwashed, with all original tags still attached, in the same condition it arrived. Return it in the original packaging where possible. If an item comes back with signs of wear, missing tags, or damage that was not there when we sent it, we may reduce the refund to cover the loss in value. We will always tell you before we do that.
How to Return
Start by emailing support@caughtcouture.com with your order number and what you want to return. We reply within 24 hours with the return address and any instructions. Pack the item securely ideally in its original packaging — and send it back using a tracked postal service. Keep your proof of postage. Once we receive and inspect the return, we process your refund within 5 to 7 business days and send you a confirmation email.
Exchanges
Want a different size or colour instead of a refund? We do exchanges. Email support@caughtcouture.com within 30 days with your order number and what you would like instead. We check availability first and confirm before you send anything back. If what you want is out of stock, we issue a full refund instead. You cover the cost of posting the original item back. We cover dispatching your replacement.
Cancelling Before Dispatch
If you change your mind right after ordering, email support@caughtcouture.com immediately with your order number. If we have not dispatched yet, we will cancel and refund you in full within 3 to 5 business days. We pack orders quickly so do not wait get in touch as soon as possible.
Faulty or Incorrect Items
Received something damaged, faulty, or different from what you ordered? Email support@caughtcouture.com straight away with your order number and photos of the issue. We cover all return postage costs and offer a replacement or full refund — completely your choice. Under the UK Consumer Rights Act 2015, a fault appearing within 6 months of purchase is treated as a manufacturing defect unless we can demonstrate otherwise.
Return Postage
If you are returning because you changed your mind, you cover the return postage. If you are exchanging, you cover the return and we cover sending the replacement out. If the item is faulty or we sent the wrong thing, we cover everything.
Refund Timing
Refunds go back to the original payment method within 5 to 7 business days of us receiving your return. Your bank may take a further 2 to 5 days to show the credit in your account that is on their end, not ours. You will receive a confirmation email from us as soon as the refund has been issued.
What We Cannot Accept Back
We cannot accept returns on items that have been worn, washed, or damaged after delivery, items with tags removed or packaging destroyed, gift cards, or items returned after 30 days without prior written agreement from us.
Disputes
If we cannot resolve things between us, you can contact Citizens Advice for guidance on your consumer rights, or refer the matter to an Alternative Dispute Resolution scheme. We will always try to resolve things fairly before it comes to that.