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Returning An Item

We want to make it as simple as possible to return your item if you are not satisfied and we would ask that you read the instructions below to ensure your refund or exchange is processed as quickly as possible.

In addition to the Distance Selling Regulations, we are happy to refund any item you are not completely satisfied with providing you return it to us in saleable condition with all tags attached within 14 days of receipt (21 days for International customers).

Items should be returned new, unused, undamaged and with all the original garment tags attached - in particular, the BunnyHug.com returns tag.

Shoes should be returned in their original, undamaged shoe box as this is considered part of the product and definitely without scratched, scuffed or dirty soles as we would then not be able to refund or exchange them.

Any items delivered in branded packaging need to be returned with the original branded packaging in tact. This does not apply to BunnyHug.com or BunnyHug.co.uk branded packaging as this is complementary.

Certain items are not returnable for hygiene reasons and this is clearly shown in the item description. If you are unsure, please check the item description as any non-returnable item arriving with us will be returned to you.

1. Complete the enclosed Returns Form and tell us which products you are returning and if you would prefer a refund, exchange or store credit.

2. By using the pre-addressed label attached to the Returns Form, UK orders can be returned free of charge but proof of postage should be obtained and any additional charges for signed for deliveries will not be reimbursed by BunnyHug.com unless by prior agreement. Please allow upto 7 days for your item to reach us.

3. International customers should use the International label provided on the enclosed Returns Form but the cost of return postage will be the responsibility of the customer. We would recommend proof of postage is obtained or a ‘Signed for’ delivery service is used.

4. It is the customers’ responsibility to ensure any items sent back to us are suitably packaged to protect them in transit.

5. Any BunnyHug branded bags or gift boxes are complementary and you do not need to include them with your return although jewellery boxes may be advisable to ensure jewellery items are protected in transit.

How To Arrange An Exchange

As the items we stock can sell very quickly, it is always preferable to order the item you would like via the BunnyHug.com website in which case we will provide a full refund for your original order including the original postage costs. However, you can also request an exchange by e-mailing exchanges@bunnyhug.com and we will endeavour to allocate the necessary stock for you prior to your original purchases arriving back with us to avoid disappointment. Please note, you will not incur any further postage charges when exchanging an item.

Receiving Your Refund

When your returned item(s) arrive with us, we will e-mail you to confirm they have arrived safely and they will then be quality checked. The process of receiving and checking the items will be completed within 48 working hours and if you have not received any further communication from us within this period, you may assume that your refund has been processed successfully. If, for any reason, there was a problem with your refund, we will contact you within 48 hours of receiving your return to try and rectify any problem that may have occurred.

Refunds can only be made via the original method of payment except in cases where a credit card/debit card has expired or been cancelled, in which case, an alternative method of refund or a store credit can be agreed by contacting us at returns@bunnyhug.com. Your refund will take into account any discounts or special offers you may have received when placing your order.

Outbound postage costs will not be included in your refund unless by prior agreement with BunnyHug.com. For orders made outside of the European Union, customs duties and taxes paid locally during import cannot be refunded.

Original Condition - items must always be returned to us in original condition. We are unable to accept a return where there is evidence that the above or following instructions have not been followed.

Terms and Conditions on Returns

Returning any item from this site within 14 days of receipt will be taken as notice of cancellation of your order (or relevant part of your order). Items are provided to you on approval and legal title to the goods will not pass to you until the 14 day post-delivery period has expired. On receipt of the returned item(s) BunnyHug.com will give you a full refund of the amount you paid for the item(s) - excluding postage costs - only after we have performed standard quality checks and confirmed that the ‘Returns Tag’ has NOT been removed. You must, however, return the goods to BunnyHug.com in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.

This returns policy does not effect your statutory rights.

Clothing: - When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a mark or scent.
Jewellery: - Store the item in a non-abrasive box or pouch to avoid scratches, always handle with care and do not apply any unnecessary pressure. Avoid contact with perfume, hairsprays, deodorant or water.
Footwear: - Footwear will only be accepted back if returned in its original, undamaged and unmarked box. There must be no signs of wear particularly on the soles.

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