Returns & Exchanges
Everything you need to know about our return policy
Our Return Policy
Please note for the festive season we have extended our return policy on all orders valid for return until 31st January 2025.
We aim to ensure every customer is completely satisfied with their experience on our website, including our services and products. If for any reason you are not satisfied with your purchase, you may return or exchange your item(s) within 30 days of delivery. Returns received outside of this timeframe may be declined.
To be eligible for a refund, all returned items must meet the following conditions
Item(s) must be unworn, unwashed, and unused. Item(s) must be returned to the original condition received. All garment tags must still be attached and any packaging provided (dust bags etc.) is considered part of the product and must be returned to receive a refund. Items that have been returned without garment tags or seals will not be accepted.
Returns that do not meet these requirements will not be accepted. Items returned without tags or seals will be rejected.
Please note, if the conditions detailed are not met, we shall notify you by email that your return has not been approved. In such a case, you will have the options to have the product returned to you at your own expense. If you refuse to accept the return delivery, we reserve the right to retain the products and the amount paid for the original order. In the event that items are returned to us worn, we will not be able to issue a refund, and your order will be returned to you.
Please note customers are responsible for the cost of return shipping.
ROYAL MAIL - A return cost of £7.85 will be deducted from your refund amount.
Approved refunds will be processed within 14 working days and credited to the original payment method used at checkout.
To request a return or refund, please visit our Returns Portal.
We endeavour to assess and accept returns within 10 - 14 working days of their arrival to our warehouse. A return should take no longer than 14 working days to be refunded to your account. This includes transit time to the warehouse and processing times with your chosen payment. Please allow 10 working days for our team to process your returns from the date of arrival to our warehouse. Once your return has been accepted, you will receive an email confirmation of your refund amount. Please use your tracking number as assurance we have received your return.
Items purchased online can be returned in-store.
A return label is not provided for EU & International Orders. International customers must return their items at their own cost. Please note we are unable to accept responsibility for any duties and taxes incurred on delivery and recommend customers contact their local authorities for any further information regarding these payments.
EU Customers - To request a return or refund, please visit our Returns Portal.
International Customers - To request a return or refund, please visit our Returns Portal.
We endeavour to assess and accept returns within 14 working days of their arrival to our warehouse. A return should take no longer than 14 working days to be refunded to your account. This includes transit time to the warehouse and processing times with your chosen payment. Please allow 10 working days for our team to process your returns from the date of arrival to our warehouse. Once your return has been accepted, you will receive an email confirmation of your refund amount. Please use your tracking number as assurance we have received your return.
We are happy to offer exchanges to ensure you find the right item. If you’d like to exchange an item, you have 30 days from the date of receipt to request an exchange. Please make sure your item is unworn, unwashed, and in its original condition, with tags attached.
Get started with your exchange using our online system.
All exchanges are subject to stock availability. Once approved, exchange items will be dispatched within 5 working days.
Start your exchange using our online exchange system.
We’re very sorry to hear you received a faulty item. Please contact us via email customercare@houseofsunny.com providing your Order Number with as much information as you can regarding the fault. If possible please provide images to help us determine the best method for resolving your issue quickly and effectively. If product/s arrive damaged or have a manufacturing fault customers are entitled to a full refund within 28 days of receiving their order. If the fault occurs after this period our customer care team will advise further.
In the event that items are returned to us worn, we will not be able to issue a refund, and your order will be returned to you.
