Refund policy

Last updated: 2026

We want you to love everything you receive from The Smitten Society. If something isn't quite right, here's everything you need to know. 

Our 30-Day Return Window

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return. After this period unfortunately we're unable to accept return requests.

Personalised Items

We put our heart into every personalised order and because each one is made specifically for you, personalised items cannot be returned or refunded once created.

We'll reproduce your text exactly as provided. We'll flag anything that looks off but the final responsibility for spellings, names and wording rests with you, so please give everything a good double-check before placing your order!

If you're unsure about anything before ordering, just drop us a message, we're always happy to help.

Non-Personalised Returns

Changed your mind on a non-personalised item? No problem, here's what to do:

  • Contact us first before sending anything back.
  • Items must be in the same condition as received unused, unworn, with original tags and packaging.
  • You'll need your receipt or proof of purchase.
  • Once your return is accepted we'll send full instructions on where and how to send your item back.
  • Items returned without prior authorisation will not be accepted.

Please note: return postage costs are your responsibility and we'd recommend obtaining proof of posting. Even where free delivery applied, a £4 packaging and handling charge will be deducted from any refund on unwanted goods.

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Personalised or custom made items.
  • Sale items.
  • Gift cards.
  • Personal care or hygiene products.
  • Hazardous materials, flammable liquids or gases.

If you're unsure whether your item is eligible for return please get in touch before ordering and we'll be happy to advise. 

Exchanges

The quickest way to get the right item is to return your original purchase and place a new order separately once your return has been accepted. This ensures you get exactly what you want without any delays. 

Damaged or Incorrect Items

We quality check every single order before it leaves our studio, but occasionally things can go wrong in transit. If your order arrives damaged, defective or incorrect please contact us immediately with photos and your order details and we'll make it right as quickly as possible. Everyone makes mistakes, including us and we'll always do our best to sort it. 

European Union. 14 Day Cooling Off Period

If your order is being shipped to the European Union you have the right to cancel or return your order within 14 days of receipt for any reason and without justification.

Items must be returned in the same condition as received unused, unworn, with original tags and packaging. Proof of purchase will also be required.

Refunds

Once we receive and inspect your return we'll notify you of the outcome as quickly as possible. If your refund is approved it will be automatically processed to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to process and post the refund to your account, this can sometimes take a few extra days depending on your provider.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us and we'll look into it straight away.

Still Have Questions?

Check out our FAQ page and remember we're always just a message away! Drop us a line and we'll get back to you as soon as we can. 

The Smitten Society. Personalised. Unique. A Little Bit Naughty.