Returns & Refunds
We want you to love what you wear. If a piece is not right, tell us within 3 days of delivery and we will guide you through the next steps.
Last updated · August 2026
1. The 3-day window
You must notify us of a return within 3 days of delivery, by email to hello@buttonpreferred.com or through the Contact page, quoting your order number and the reason. Once approved, the item must be posted back to us within 7 days of approval.
2. Condition of returned items
Returned pieces must be:
- Unworn, unwashed and unaltered.
- Free of perfume, make-up, deodorant marks and body oils.
- With all original tags and packaging intact.
Items that do not meet these conditions may be refused or refunded in part, at our discretion.
3. What cannot be returned
- Made-to-order and custom-measurement garments, unless faulty.
- Pieces altered or adjusted at your request.
- Sale, clearance and limited-edition items marked final sale.
- Earrings and other pierced jewellery, and intimate items, for hygiene reasons.
- Gift cards.
4. Faulty or incorrect items
If a piece arrives faulty, damaged or is not what you ordered, contact us within 3 days of delivery with photographs. We will cover return shipping and offer a repair, replacement or full refund — your choice. This does not affect your statutory rights.
5. Exchanges
We are happy to exchange for a different size or colour where stock allows. Exchanges follow the same 3-day notification window and condition requirements. If the replacement costs more, we will invoice the difference; if it costs less, we refund it.
6. Return shipping costs
Where an item is faulty, damaged or incorrect, we pay return shipping. For change-of-mind returns, return shipping is at your cost and the original shipping charge is non-refundable. Please use a tracked service — we cannot process a refund for a parcel that does not reach us.
7. Refunds
Once your return is received and inspected, we will email you the outcome. Approved refunds are issued to your original payment method within 5–10 working days of approval. Your bank or card issuer may take a few additional days to show the credit.
8. Duties and taxes on international returns
Import duties and taxes already paid to a customs authority are not refundable by us. You may be able to reclaim them directly from your local customs office. Please mark returned parcels clearly as "returned goods" to avoid new charges.
9. Need help?
Our concierge can advise on sizing and fabric before you buy — which is often the quickest way to avoid a return altogether. Reach us through the Contact page.