We want you to be happy with your purchase from Preloved and Saved. As our items are preloved, each piece is unique and we do our best to describe its condition accurately and clearly show any noticeable signs of wear.

Changed your mind?

If you’ve purchased an item online, you can let us know that you’d like to cancel your order within 14 days of receiving it.

Once you’ve told us you’d like to return the item, you then have 14 days to send it back.

Items should be returned in the same condition in which they were received and should not have been worn or used beyond what is reasonably necessary to inspect or try them on.

Return postage

If you’re returning an item simply because you’ve changed your mind, you are responsible for the cost of returning it to us.

If an item is faulty, damaged or incorrectly described, please contact us before returning it. Where required by law, Preloved and Saved will cover the reasonable cost of returning the item.

We strongly recommend using a tracked postage service and keeping your proof of postage until your refund has been completed.

Refunds

Once your returned item has been received, your refund will be processed within 14 days.

Your refund will include the original standard delivery charge where applicable. If you chose a more expensive delivery option, we are only required to refund the cost of our standard delivery service. 

Refunds will normally be made using the same payment method used for the original purchase.

Faulty, damaged or incorrectly described items

Reporting problems with an order

Buyers are encouraged to report any problem with an order within 48 hours of delivery so that we can investigate it before payment is released to the seller.

The 48-hour period relates to our seller payment process only. It does not limit or replace your statutory consumer rights, including your rights in relation to faulty, damaged or incorrectly described goods.

If your item arrives faulty, damaged, or is materially different from its description, please contact us as soon as possible.

We will work with you to resolve the problem and will provide the refund, return, repair or other remedy required by your consumer rights.

Nothing in this policy affects your statutory rights. Goods sold by a business must still meet legal requirements including being as described and of satisfactory quality, taking account of factors such as the fact that an item is preloved. 

Parcels lost or damaged in transit

If your order appears to have been lost or damaged during delivery, please contact Preloved and Saved rather than the individual seller.

We will investigate the shipment using the tracking information and deal with the delivery provider where necessary.

You will not be expected to resolve a delivery claim directly with the person whose item was being sold.

How to request a return

Please contact us at:

hello@prelovedandsaved.co.uk

Include your order number and the item you would like to return, along with a brief explanation if there is a problem with the item.

We will then send you the appropriate return instructions.