Please email our Customer Service team who will happily assist you hello@violetandsix.com.

Our team is available Monday – Friday (excluding Bank Holidays), 10:00 – 4:00pm. Please allow them 48hrs to respond to your email. 

We’re sorry if you receive an item that’s not in perfect condition. If you have received faulty or damaged items, you may have a right to return the items and to ask us to repair or replace them or issue you with a refund.

Faulty items must be returned to us within 14 days of receipt. To help us fix the issue for you as quickly as possible, please contact us prior to posting any faulty items to us. We will require the following information to assist you. Please email this to hello@violetandsix.com.

• Your name
  • Order number
  • Product name
  • Picture of the fault
  • Description of the fault 

We apologize if you’ve received the wrong item. If any of the items in your order are not what you expected, kindly reach out to our Customer Service team. Provide your name, order number, and include a photo of the received item. They will be happy to help! Feel free to email them at hello@violetandsix.com.

We apologize for any inconvenience regarding a missing item from your order. It’s possible that your order was divided into two parcels. To confirm and address this matter, please reach out to our Customer Service team. Provide your name and order number, and they will investigate for you. You can contact them via email at hello@violetandsix.com.

Depending on what stage your order has reached with our warehouse, we may be able to cancel your order. This is not guaranteed due to the speed in which our warehouse team operate, but we will always do our best to catch it in time. Please email us at hello@violetandsix.com,advising your order number, and we will investigate this for you.

If your order has already been dispatched, we are unable to cancel, and you will need to return this to us for a refund.

If you would like to return your purchase, we will be happy to accept a refund within 14 days. To qualify for a return, the following conditions must be met:

• All Violet & Six swing tags, security tags, and labels must be intact without any signs of tampering.
• Items should be in unworn and unwashed condition.
• No traces of pet hair, perfume, or smoke should be present on the items.
• Returns won’t be accepted, and refunds won’t be issued if items exhibit any marks or stains, including those from makeup, fake tan, or deodorant.
• Items with a removed hygiene label will not be accepted.
• Please return items in the original packaging & neatly folded.
• Certain sale items are not eligible for a refund, but this will be indicated in the product description.
• Return ribbons, where applicable, must be attached and show no signs of tampering.

Failure to adhere to these criteria when returning an item will result in a denial of a refund, and you will be responsible for the return shipping costs.

Please send all refunds to the below address:
3 Belmont Road, Camberley, Surrey, GU15 2NZ.

Some items are not eligible for a refund, this includes any items in our ‘Exclusive Sale’ collection. But don’t worry, we make sure our product pages clearly state this for you.

Exchanges are not accepted. You will need to return the item for a refund and re-order, any offers or discounts applied to the original order may not be honoured if they have expired. Our team however will be happy to offer you a free shipping code to re-order your items.

Absolutely! Please just make sure all order numbers are noted so we can raise the refund without delay.

Eligible refunds will be credited back to the original purchaser’s credit card. Returns for refund are usually processed within 10 working days of receiving the item. Card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between banks, so please speak to your bank for any more info regarding processing times as we are unable to amend this.

Please note, the original postage fee paid upon checkout will not be included in your refund.

Once you’ve shipped an item back to us, kindly wait at least 10 days before reaching out for a return status update. Refund processing may take some time to show on your banking, and we recommend checking with your bank for any pending transactions before getting in touch. If, after following these steps, you haven’t received your refund, please contact us at hello@violetandsix.com.

In cases where we suspect fraudulent activity on your part, which may include (but is not limited to):

– Instances where there are dubious claims about orders being placed but supposedly not received.

– Suspicions that you are returning items after they have been used, worn, or damaged by you.

– Return of items that do not correspond to your original order.

We retain the right to withhold refunds and prevent you from placing future orders with Violet & Six. If you believe there has been an error in our assessment, please reach out to us at hello@violetandsix.com, and we will gladly engage in further discussion on the matter.

Please refrain from refusing the delivery of your order, as doing so will result in charges comprising the initial delivery fee and the cost incurred by Violet & Six for the return process.