Our hassle-free returns policy
We want you to be happy with every purchase. That's why we have a no hassle returns policy. We accept all returns*, including earrings. No questions asked.
It’s simple, contact us within 14 days from the receipt of your item and create your returns request via our portal.
| Orders placed through Latelita | |
| Orders placed through Debenhams |
Any item(s) in your order can be returned* for a refund or a credit note using our portal using the link below if the security seals are intact, and if all the items are in re-sellable condition. (*excludes gift bag, gift wrapping, sample sale items (final sale) and custom-made items)
All sample sales are non refundable. Items can be exchanged for alternative products or store credit only.
Please note that your returns may require label(s) and documents to be printed prior to posting. We do not provide these pre-printed inside your delivery parcel to be able to do our part to preserve the environment.
Refund requests may be subject to a returns processing fee to cover the return postage of each order . Below you may find the fees that may be deducted from your original refund.
You will be given an option to send using your own label (without a returns processing fee) should you not wish to use our proposed couriers’ labels.
If you`ve opted to use your own label to return an item internationally, make sure to mark the item as “Returned Merchandise” in the customs forms. If otherwise, the parcel will attract customs duties and import taxes and the delivery will be refused.
You may opt to buy your own postage and avoid paying refund processing fees mentioned as per below
UK £4.99 (via Royal Mail) Free for exchanges or credit notes.
US $24.99 (via UPS or USPS)
CA C$28.99 (via UPS)
AU A$73.99 (via DHL)
Europe within EU €19.99 (via UPS or DHL)
Europe outside EU €34.99 (via DHL)
SG S$75.99 (via DHL)
NZ NZ$90 (via DHL)
HK HK$450 (via DHL)
JP ¥7600 (via DHL)
CN CN¥395 (via DHL)
DK Kr350 (via DHL)
CH Fr46.99 (via DHL)
PL Zł220 (via DHL)
HU Ft17960 (via DHL)
NO Kr530 (via DHL)
IS Kr4000 (via DHL)
BG Лв92 (vai DHL)
CZ Kč1100 (via DHL)
SE Kr530 (via DHL)
UAE AED210 (via DHL)
SA SR245 (via DHL)
IL ₪180 (via DHL)
ZA R1000 (via DHL)
RO Lei230 (via DHL)
Domestic exchanges and credit notes are not subject to a returns processing fee.
For international orders a processing fee will be applied for both returns and exchanges. You can avoid this fee if you send the item by purchasing your own label. Any duties and taxes collected and paid to your tax authority on behalf of you are non-refundable. You can claim these back from your local tax office.
If you send your item for an exchange or a credit note and then change your mind, a processing fee will still be applied in accordance with the rates above.
Returns policy & Procedure
You must request a return/exchange within 14 days of receiving your order using our returns portal. For your return to be accepted, the item must be received back by us within 28 days of when it was first received by you. Otherwise your returns will be rejected.
Happy Returns Portal.
For all returns (whether domestic or international) our portal will generate a returns label, returns form and instructions on how to post your package. We will email you any shipping documents required.
You will be given an option to send using your own label should you not wish not to use our proposed couriers’ labels.
If you`ve opted to use your own label to return an item internationally, make sure to mark the item as “Returned Merchandise” in the customs forms. If otherwise, the parcel will attract customs duties and import taxes and the delivery will be refused.
All items must be sent back to us in the original packaging provided.
Where provided, any branded packaging such as dust bags, jewellery boxes and tags should be included in your return.
Items must not be soiled.
You cannot return items that have been made to order or customised for you.
Gift wrapping and gift packaging are non-refundable.
We will keep you updated on the process as your returns travel through the returns network. Once your parcel is received and inspected your refund or credit note will be issued in line with our returns policy.
Accepted returns can only be credited to the original payment method.
Original shipping charges will not be refunded.
Where an exchange is required the requested exchange item will be reserved in our stock via Happy Returns Portal at the time of request to avoid any disappointment to our customers. So, if at any time you change your mind regarding the exchange, please do get back to us immediately so that we can remove the reservation and make the item sellable again.
All questions and queries will be handled by our expert customer service team, so please contact us with any questions on help@latelita.com so we can help you.
Faulty Goods
If the item is faulty when you receive it, please inform our Customer Service team within 14 days from the date you received it, via email to help@latelita.com Please include a photo and description of the fault.
We will arrange a return for a refund or replacement for you. You will not be charged for the return’s labels provided.
If you have had the item for over 14 days, we will investigate this for you. Please get in touch help@latelita.com
Please note that we're unable to offer a repair, replacement, or refund for items that you have owned longer than 6 months.
Items which are damaged or because of normal wear and tear; by accident ; or through misuse will not be considered faulty.
Extended Christmas Returns
You can enjoy an extended returns period on all orders placed between 14th November and 20th December 2024. You can return items for exchange or credit note before 5th January 2025.
For cash refunds you have to make a return request within 14 days after date of delivery.