Refund policy

We offer a 30-day return policy, meaning you have 30 days from receiving your order to request a return.

To be eligible for a return, your item must be returned in the same condition in which it was received, unworn and unused, with tags attached and, where applicable, in its original packaging. You’ll also need your order confirmation or other proof of purchase.

To request a return, please contact us at caragh@theindigohouse.com. Once your return has been approved, we’ll send you instructions on how and where to send your parcel.

Returns should be sent to:

The Indigo House
2 Gipsy Hill
Norwood
London SE19 1NL

Please do not send items back without contacting us first.

For change-of-mind returns, customers are responsible for return postage costs. We recommend using a tracked postal service, as we cannot be responsible for returns that are lost in transit.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged or incorrect.

We will arrange an appropriate refund, replacement or other remedy and will cover reasonable return postage costs where the item is faulty, damaged or has been sent incorrectly.

Exceptions / non-returnable items

Certain items may not be eligible for change-of-mind returns, including personalised or custom-made items and sealed goods that cannot be returned for health or hygiene reasons once opened.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not meet your legal rights as a consumer.

Sale items

Sale items may be returned in accordance with this returns policy and your statutory rights. Customers have the same statutory refund rights for sale items as they do for full-price items.

Exchanges

We do not currently offer direct exchanges.

The quickest way to exchange an item is to return your original item and place a new order for the replacement once your return has been accepted.

Online cancellation rights

For UK online orders, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason. Once you tell us you wish to cancel, you then have a further 14 days to return the goods.

Certain products, including personalised goods and some sealed hygiene products, may be excluded from this right.

Refunds

Once we receive and inspect your return, we’ll let you know whether the refund has been approved.

If approved, your refund will be made to your original payment method.

Where your return falls within your statutory online cancellation rights, we will also refund the cost of the standard delivery option you originally paid for. If you chose a more expensive delivery method, we are only required to refund the equivalent standard delivery cost.

Refunds required under UK distance-selling rules must generally be made within 14 days of receiving the returned goods.

Please allow additional time for your bank or card provider to process the refund after it has been issued.

For any return or refund questions, please contact caragh@theindigohouse.com.