Refund policy

We offer refunds and replacements on items that arrive damaged, defective, or not as described. We don't accept returns for change of mind, so please check formats and descriptions before you order.

Reporting a problem

Inspect your order as soon as it arrives. If the item is damaged, faulty, or not what you ordered, contact us at info@exactlywhattosay.com within 30 days of delivery. Include your order number, a short description of the problem, and photos of the item and its packaging where possible.

We'll review it and let you know what happens next.

Sending the item back

Don't send anything back until we've approved your return. Items returned without an approved request won't be accepted.

Once approved, we'll email you further instructions.

Please return the item in its original packaging.

Replacements and refunds

Where we have stock, we'll usually send a replacement. If you'd rather have your money back, tell us when you get in touch and we'll refund you instead.

We'll let you know once we've received and inspected the item. If the refund is approved, it goes back to your original payment method within 10 business days. Your bank or card provider may take a few days on top of that to post it.

If 15 business days have passed since we approved your refund and you still haven't seen it, email us at info@exactlywhattosay.com.

Items we can't take back

Gift cards can't be returned or refunded.

European Union 14 day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery for any reason, without giving a justification. This applies regardless of anything above. The item must be in the same condition you received it, unworn or unused, with tags and in its original packaging, and you'll need your receipt or proof of purchase. Unless the item is damaged or faulty, you'll cover the cost of return postage.

United Kingdom 14 day cooling off period

If your order is shipped to an address in the United Kingdom, you have the right to cancel it within 14 days of delivery for any reason, without giving a justification. You then have a further 14 days to send the item back to us. This applies regardless of anything above. The item must be in the same condition you received it, unworn or unused, with tags and in its original packaging, and you'll need your receipt or proof of purchase. Unless the item is damaged or faulty, you'll cover the cost of return postage.

This right doesn't apply to personalised or made-to-order items, perishable goods, or sealed personal care goods once the seal has been broken.

Questions

Email us at info@exactlywhattosay.com and we'll help.