Refund policy

Can I Return My Order?

Yes, absolutely.

Meileah gives you 30 days from the day the parcel arrives. If the piece is not what you hoped, send it back and we will handle the rest.

Your Legal Rights

Alongside our 30-day policy, you have rights under UK law that we cannot reduce:

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason, and a further 14 days to return the goods. Where you cancel this way we refund the price of the goods plus the standard outbound delivery charge.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may reject them for a full refund within 30 days, or ask for a repair or replacement. Faults that appear within six months of delivery are presumed to have been present at delivery.

Return Conditions

To be eligible for a return, items need to meet the following conditions:

Please return the item as you received it: unworn, unwashed, complete and in its original packaging
Trying an item on for fit is fine, but damage from improper use is not covered
We cannot accept returns of personalised or made-to-order items

Returns showing clear signs of wear, use, alteration or damage beyond ordinary handling may receive a reduced refund. We will always contact you first and explain why before making that decision.

How to Return Your Order

Step 1. Get in Touch

Email info@hazelandhudson.com with the following details:

Your order number
The reason for your return
In case of damage, a photo of the item
Your name and address

Step 2. We Reply With Instructions

We review your request within 24 hours and send you the return address, a return authorisation number and any further instructions. Where the return is our fault, we include a prepaid returns label.

Step 3. Send Your Package

Pack the item with your return authorisation number and post it to the address we gave you. A tracked service is best, as parcels that never reach us cannot be refunded.

Important: please use only the returns address we send you, not the one on the original packaging.

Who Pays for Return Postage

For returns due to a change of mind or an exchange request, you are responsible for return postage.

If the return is due to an error on our part, such as an incorrect item, a manufacturing fault or damage in transit, we cover return postage in full and send you a prepaid label. In those cases you may choose a replacement or a full refund. We will never ask you to accept a voucher or credit note instead of your money back.

There is no restocking fee on any return.

If Something Arrives Wrong

Please inspect your order carefully on delivery. If your item arrives faulty, damaged or incorrect, whether that is the wrong size, colour or style, contact us at info@hazelandhudson.com within 30 days of delivery so we can make it right.

Photos and Real Life

Our product photos are a guide. Studio lighting, photography and screen settings can make colours look slightly different in person.

A difference in colour like this is not a manufacturing fault, but it is still covered by our 30-day return window and your statutory right to cancel. If the item is not what you expected, you can return it for a refund.

Size and Item Exchange

To exchange for another size or product, you pay the return postage and we pay to send the replacement. If the exchange is needed because we sent the wrong item or it is faulty, we cover postage both ways.

The Quickest Way to Exchange

The fastest way to receive a different item is to:

Ask us to return the item you received
Place a new order for your preferred item once your return is approved

This means you receive your new item as quickly as possible without waiting for the return process to complete.

Refund Processing

When your return arrives and has been checked, we process the refund within 5 working days. Your bank or card issuer then needs a further 3 to 10 working days to show the funds in your account.

Refunds are issued via the original payment method, as payment providers only allow refunds along the original payment path. Outbound delivery charges are refunded where you cancel within the statutory 14 day period or where the item was faulty or significantly different from its description.

If your refund was confirmed more than 14 working days ago and you still cannot see it, email info@hazelandhudson.com.

Cancelling an Order

You may cancel your order free of charge at any point before it has been dispatched. To cancel, please contact us at info@hazelandhudson.com as soon as possible with your order number and the subject line CANCEL ORDER.

Because we use an automated fulfilment system, orders move to packing quickly, so the sooner you tell us the better. If cancellation is no longer possible, please wait to receive your item and return it under the terms above.

Orders Already in Transit

Once an order has been dispatched, cancellation is no longer possible. You can refuse the delivery at the door, or wait to receive your item and contact us to start a return.

Wrong Delivery Address

It is the customer's responsibility to provide accurate delivery information at the time of ordering. We cannot accept liability for delayed or undelivered parcels resulting from incorrect address details.

Where a parcel cannot be delivered because the address was wrong, the shipping costs we incur are taken from the refund. If you want it sent again to a corrected address, the extra shipping cost is yours.

Uncollected or Refused Packages

Refused parcels and parcels not collected from a depot or collection point are sent back to us automatically, and the return carriage charged to us is taken from the refund.

Making a Complaint

If our handling of your return has disappointed you, send us an email with the subject line COMPLAINT and you will hear back within 5 working days. You can also seek free independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Quick Summary

Return window: 30 days from date of receipt
Statutory cancellation right: 14 days to cancel, then 14 days to return
Return postage if you change your mind: Paid by you
Return postage if the item is faulty or incorrect: Paid by us
Restocking fee: None
Processing time: Refund within 5 working days after inspection, then 3 to 10 working days to reach your bank
Refund method: Original payment method only
Exceptions: Personalised and made-to-order items cannot be returned
Cancellation window: Any time before dispatch

Governing Law

This return policy is governed by the law of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

Contact

Questions about anything on this page? Email info@hazelandhudson.com and a member of our team will help.

Store Name: Meileah
Company Name: Lunbury LTD
Company Number: 16936968
Warehouse Address: Unit 6, Westlink Business Park, Guide Street, Salford M50 2EW, United Kingdom
Registered Address: 128 City Road, London, EC1V 2NX, United Kingdom
Email: info@hazelandhudson.com