We want you to love your order. If something isn't right, here's how returns and refunds work.
Changed your mind?
You can cancel your order without giving a reason by emailing us within 14 days of receiving it. You then have another 14 days to send the items back.
Email hello@youarekey.co.uk with your name, order number and the items you wish to return. We'll reply with the returns address and instructions. You do not need our approval to exercise your right to cancel.
Clothing returns
You're welcome to try clothing on as you would in a shop. Please return it clean, unwashed and undamaged, with any labels and packaging where reasonably possible.
If clothing has been worn, washed or damaged after delivery, we may deduct the resulting loss in value from your refund. If it has lost all its value, this may mean no refund for that item. This does not apply to items that arrived faulty or damaged.
Tattoo pack returns
You may inspect a tattoo pack and return it within the cancellation period. Please return it complete, with its packaging where reasonably possible.
If tattoos have been applied, used or damaged after delivery, we may deduct the resulting loss in value from your refund. This does not affect your rights if the pack arrived faulty, damaged or incorrect.
Exchanges
We don't offer direct exchanges. If you'd like a different size, colour or design, please return your item following the process above and place a new order. If we sent the wrong item or your item is faulty, contact us and we'll put it right.
Return postage
For a change-of-mind return, you pay the return postage. We recommend keeping proof of postage. Please package your return securely.
If we sent you a faulty, damaged or incorrect item, contact us first so we can arrange an appropriate remedy and cover reasonable return costs where applicable.
Refunds
We'll refund you using your original payment method without undue delay, and no later than 14 days after we receive your return or evidence that you've sent it back, whichever is earlier.
If you cancel your whole order, we'll also refund the cost of our standard outward delivery option. If you chose a more expensive delivery option, we won't refund the additional cost of that upgrade.
If you return only part of an order, we'll refund the returned items. We'll review any original delivery charge according to what you keep and what you paid for delivery.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or different from what you ordered, please email hello@youarekey.co.uk with your order number and a description of the problem. A photo may help us resolve it quickly, but you can still contact us without one. We'll work with you to put it right in line with your consumer rights.
Sale items
Sale items have the same statutory cancellation and faulty-goods rights as full-price items.
How to send a return
- Email hello@youarekey.co.uk within 14 days of receiving your order to tell us you wish to cancel. Include your name, order number and the items you're returning.
- We'll send you the returns address.
- Package the items securely and send them within 14 days of telling us you wish to cancel. Keep proof of postage.
This policy does not affect your statutory rights. If you have a question, email hello@youarekey.co.uk.