Refund policy

At Boutique Blank we want you to be happy with what you've bought. If something isn't right — wrong size, not what you expected, or a fault — this page explains exactly how to return it, what it costs, and when you'll get your money back.

In short: 30 days to return from the day you receive your order. Items must be unworn, unwashed and in original condition with tags attached. Return postage is paid by you unless the item is faulty or we sent the wrong thing. Refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the return.

1. Your right to cancel (UK Consumer Contracts Regulations 2013)

You have a legal right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to send the goods back. We go beyond this and give you 30 days from the date of delivery to request a return.

To cancel, contact us at info@boutiqueblank.com or +44 121 790 0366 with your order number and a clear statement that you wish to cancel. You may use the model cancellation form in section 12, but you don't have to.

2. Cancelling before dispatch — 24-hour window

Orders move into our fulfilment process quickly.

• If you want to cancel or change an order before it ships, you must notify us within 24 hours of placing it. Email info@boutiqueblank.com with your order number and "CANCEL" in the subject line.
• After 24 hours the order has usually entered picking and packing and can no longer be stopped. In that case you'll need to accept delivery and then return the item under the standard 30-day returns process in section 4.
• This 24-hour window applies to address changes, size changes and item swaps as well as full cancellations.

This does not remove your statutory 14-day cancellation right — it only means that after 24 hours the cancellation is handled as a return rather than a stopped shipment.

3. What can and cannot be returned

We accept returns on items that are:

• Unworn, unwashed and unaltered
• Free from marks, makeup, perfume, deodorant, pet hair and smoke odour
• In their original condition with all tags and labels still attached
• Returned with any original packaging, dust bags, belts or accessories included

We cannot accept returns on:

• Pierced jewellery, for hygiene reasons
• Underwear, swimwear and hosiery where the hygiene seal has been removed
• Face coverings and other sealed hygiene items once opened
• Items made or personalised to your specification
• Gift cards
• Items marked "Final Sale" or "Non-Returnable" on the product page
• Items returned after the 30-day window has closed

You are entitled to handle goods as you would in a shop — trying a garment on for fit is fine. If an item comes back showing wear beyond that, we may reduce your refund to reflect the loss in value, and we'll tell you the amount before we process it.

4. How to return an item

Step 1 — Request your return. Email info@boutiqueblank.com within 30 days of delivery. Include your order number, the item(s) you're returning, and the reason. If the item is faulty or incorrect, attach photos.

Step 2 — Wait for authorisation. We'll reply within 1–2 business days with a Return Authorisation number and the correct return address. Please do not send anything back before you have this. Unauthorised returns may be refused or delayed, and parcels sent to the wrong address may not reach us.

Step 3 — Pack the item. Use the original packaging where possible, or any secure alternative. Write your Return Authorisation number clearly on the outside of the parcel and include a note inside with your order number.

Step 4 — Send it back. Post the parcel to the address we provide within 14 days of receiving your Return Authorisation.

Step 5 — Refund. Once the parcel arrives and passes inspection, we process your refund.

5. Return postage costs

For customer-paid returns, we strongly recommend a tracked service and keeping your proof of postage. The item remains your responsibility until it reaches us. We cannot issue a refund for a parcel that is lost in transit and cannot be traced, so please don't use an untracked service for anything of value.

Original outbound delivery costs are refunded in full when you return an entire order under your 14-day cancellation right. Where you return only part of an order, or return outside the 14-day statutory window but within our 30-day policy, outbound delivery costs are not refundable. As we offer free delivery on all orders, in most cases there is no outbound cost to refund.

We do not charge restocking fees.

6. Refunds — amount and timing

• Refunds are issued to the original payment method only. We cannot refund to a different card, account or person.
• We inspect returns within 1–3 business days of arrival.
• Approved refunds are issued within 5–10 business days of inspection.
• Your bank or card issuer may take a further 3–5 business days to show the money in your account. This part is outside our control.
• You'll receive an email confirming the refund amount when it's processed.

If your refund hasn't arrived: check your bank statement again, then contact your card issuer, as posting times vary. If it still hasn't appeared 10 business days after our confirmation email, contact us at info@boutiqueblank.com and we'll trace it.

Partial refunds may apply where an item is returned with obvious signs of wear, missing tags, missing components, or damage caused after delivery. We will always contact you first to explain and agree the amount.

7. Exchanges

We do not operate a direct exchange service. To change a size or colour, return the original item for a refund and place a new order. This is faster than waiting for an exchange and guarantees your replacement is reserved rather than risking it selling out.

8. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: you have the short-term right to reject a faulty item and receive a full refund, including return postage.
• Between 30 days and 6 months: we will repair or replace the item. If that isn't possible or doesn't resolve the problem, you're entitled to a refund, which may be reduced to reflect use.
• Up to 6 years (5 years in Scotland): you may still have a claim for goods that fail prematurely due to a manufacturing fault.

Please report faults and damage as soon as you notice them, with photographs, to info@boutiqueblank.com. We'll arrange a prepaid return label or reimburse reasonable return postage, and issue a replacement or refund.

Normal wear and tear, damage from misuse or accidents, and failure to follow the garment care instructions are not manufacturing faults.

9. Missing, lost or delayed parcels

If tracking shows delivered but you haven't received the parcel, please check with neighbours and around your property first, then contact us within 14 days of the delivery date shown. We will open an investigation with the carrier. Carrier investigations typically take 5–10 business days, after which we will resend or refund.

10. Gifts

If you received an item as a gift and it was shipped directly to you, contact us with the order number from the packing slip. Refunds are issued to the original purchaser's payment method. Gift recipients may request a store credit instead.

11. Return address

Return address is issued with your Return Authorisation. Do not return items to the address printed on the shipping label unless we have specifically confirmed it, as some items ship from a different location and parcels sent to the wrong address will delay or prevent your refund.

Our contact address is: Boutique Blank (EXON GROUP LTD), 42 Dunton Road, Birmingham B37 6JN, United Kingdom

12. Model cancellation form

You don't have to use this, but you may. Complete and email it to info@boutiqueblank.com.

To: Boutique Blank — info@boutiqueblank.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on: ____________ Order number: ____________ Name of consumer: ____________ Address of consumer: ____________ Signature (only if this form is on paper): ____________ Date: ____________

13. Complaints and dispute resolution

If you're unhappy with how a return or refund has been handled, email info@boutiqueblank.com with "COMPLAINT" and your order number in the subject line. We aim to acknowledge within 2 business days and resolve within 14 days.

If we cannot resolve the matter, you may seek help from Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk. Nothing in this policy affects your statutory rights.

14. Contact us

Email: info@boutiqueblank.com Phone: +44 121 790 0366 Customer Support Hours: Monday – Friday, 09:00 – 17:00. Closed weekends and UK public holidays. We aim to respond to all enquiries within 24 hours. Address: 42 Dunton Road, Birmingham B37 6JN, United Kingdom Company: EXON GROUP LTD (Company Number: 16893861)