Refunds

We issue refunds for items returned in line with our Returns Policy, and for any service we are unable to deliver. This policy explains timing, payment method, and the small number of cases where we cannot refund.

When we refund in full

• Eligible boutique item returned within fourteen days, in original condition;
• Item arrived damaged, defective, or materially not as described;
• A service the concierge accepted but could not deliver (we refund the full fee).

When we refund in part

• An item is returned outside the fourteen-day window but within a goodwill window we have agreed in writing — a restocking fee of up to 15% may apply;
• An item is returned in slightly diminished condition (e.g. a watch with light worn marks, a perfume seal broken) — a deduction reflecting that reduction in value may apply, in line with the Consumer Contracts Regulations.

When we cannot refund

• Pre-orders — once payment is taken, we commit to the maker on your behalf. See our Pre-Order Policy.
• Custom orders — personal shopping briefs and sourced items where we have purchased on your behalf from a third party.
• Personalised items — sized, engraved, monogrammed or otherwise altered to your specification.
• Services performed — chauffeur hours already driven, close protection details already worked, by-hand deliveries already made, private mail forwarded.
• Villa deposits — these follow the cancellation terms set on each booking, not this policy.

How long refunds take

Once we've received and checked a returned item, we initiate the refund within three working days. After that:

• Card payments — typically five to ten working days for the funds to land, depending on your bank;
• Bank transfers — usually one to three working days;
• Shop Pay / Klarna — five to seven working days;
• Crypto / off-platform payments — refunded by bank transfer in your local currency, calculated at the original receipt-day rate.

The original payment method

Refunds always go back to the original payment method, in the original currency. We cannot switch the destination — if the original card has expired, we will ask for the replacement card on the same account, or arrange a bank transfer.