Returns & refunds.
The 30-day policy
Every store we operate offers a 30-day return window from the day your order is delivered. If you are not happy with your purchase — any reason — you may return it within that window for a refund.
Eligibility
- Item is unused, unwashed and in its original packaging.
- Return requested within 30 days of delivery.
- Return authorised by our team before posting (this protects your refund — unauthorised returns can be delayed or lost).
How to return
- Email info@biladrogroup.com with your order number and the item(s) you wish to return.
- We reply within one business day with your return authorisation, the correct return address and instructions.
- Post the item and keep your proof of postage.
- We confirm receipt, inspect the item and issue your refund.
Refund timelines
| Stage | Time |
|---|---|
| Return authorisation after your request | Within 1 business day |
| Inspection after we receive the item | Within 3 business days |
| Refund to original payment method after approval | 5–10 business days |
Faulty, damaged or incorrect items
These are our fault, and they are handled differently: full refund or replacement including all delivery costs, no return postage at your expense, and they never count against the 30-day window. Send photos with your order number to speed things up.
Exchanges
Need a different size or colour? Follow the return steps and mention the exchange. We will either dispatch the replacement on receipt of your return or refund you so you can reorder immediately — whichever is faster for you.
Exceptions
For hygiene reasons, certain items (for example earrings or hosiery) may be returnable only if unopened; any such exception is stated clearly on the product page before you buy. Statutory rights for faulty goods always apply regardless of exceptions.
Chargebacks
You always have the right to raise a dispute with your card issuer. We simply ask that you contact us first — our published timelines above are almost always faster than a chargeback process, and our two-step complaints procedure exists precisely so no issue goes unresolved.
Your statutory rights
Nothing in this policy limits your rights under UK consumer law, including the Consumer Rights Act 2015.