Returns & Refunds

We hope you love your Henrietta Spencer purchase. If something isn’t quite right, we’re here to help.

Online Purchases

Please let us know you wish to return your purchase within 14 days of receiving it, counting from the day after delivery. You then have a further 14 days to send your items back.

Please return items unworn and unused, with all original labels and tags attached wherever possible. Take care when trying on clothing and keep items free from perfume, make-up and other marks.

You may inspect and try on items as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to do this.

How to Return an Item

Please contact us by email or telephone with your order number or proof of purchase, and we’ll provide return instructions.

Pack your items securely and include your name and order number so we can identify your return.

Customers are responsible for return postage. We recommend using a tracked service and keeping your proof of posting safe until your refund has been processed.

Email: info@henriettaspencer.co.uk
Telephone: 01473 971247
Telephone hours: Monday–Friday, 9am–3pm

Refunds

Refunds will be made to your original payment method within 5–7 days of us receiving your returned items.

If you provide proof of posting before your return reaches us, we will refund you no later than 14 days after receiving that evidence.

Where required by law, we will also refund your original standard delivery charge. Additional charges for premium delivery services are not refundable.

Your bank or payment provider may take additional time to display the refund.

Purchases Made in Our Boutique

For change-of-mind returns on purchases made in person, we offer an exchange or credit note within 14 days of purchase.

Items must be unworn, unused, in their original condition and returned with all original labels and tags attached. Please bring your receipt or proof of purchase.

Credit notes are valid for six months from the date of issue.

We do not offer cash or card refunds for in-store change-of-mind returns. This does not affect any legal entitlement to a refund for faulty or misdescribed goods.

Personalised Items

Items made to your specifications or personalised, including monogrammed products, cannot be returned simply because you change your mind.

This applies to the personalised item itself, rather than separate, non-personalised products in the same order. Your rights regarding faulty or misdescribed items remain unchanged.

Sale Items

Online sale purchases follow the same returns policy as full-price items. Sale purchases made in the boutique follow our in-store policy above.

Faulty, Damaged or Incorrect Items

If your purchase arrives damaged, is faulty or is not what you ordered, please contact us so we can put things right. Photographs may help us resolve the issue promptly.

We will arrange an appropriate remedy and cover reasonable return costs where required. The return-postage responsibility, deadlines and conditions above do not limit your statutory rights regarding these items.

Contact Henrietta Spencer

Email: info@henriettaspencer.co.uk
Telephone: 01473 971247
Telephone hours: Monday–Friday, 9am–3pm

Nothing in this policy limits your statutory consumer rights.