Returns & refunds
Refunds, returns and cancellations
In plain terms: what you can do, within what timescale, and what you get back. Last updated: 16 September 2026.
At a glance
| Situation | Timescale | Return cost | Refund |
|---|---|---|---|
| Cancel before dispatch | Until the parcel is dispatched | None | Full, within 14 days at the latest |
| Right to cancel (Consumer Contracts Regulations 2013) | 14 days after receipt | Borne by you (unless the product is faulty or the error is ours) | Full, including standard delivery charges, within 14 days of receiving the return or proof of postage |
| Goodwill return (unused product, complete, original packaging) | 30 days after receipt | Borne by you | Full (excluding delivery charges) or exchange |
| Product faulty, not as described, or damaged on arrival | Up to 6 years (statutory rights, Consumer Rights Act 2015) | Covered by Driftly | Repair, replacement, or refund if these aren't possible or take too long |
| Our error (wrong item, missing item) | As soon as noticed | Covered by Driftly | Resend of the correct item or full refund, your choice |
1. Cancelling an order
As long as your order hasn't been dispatched, you can cancel it free of charge by emailing us at contact@driftly-boutique.fr with your order number. We confirm the cancellation by email and refund all sums paid to the payment method used. If the order has already been handed to the carrier, this becomes a cancellation under your statutory right (below): you can refuse the parcel or send it back to us.
2. Changing your mind: the right to cancel (14 days)
You have 14 days from receiving your order to change your mind, without needing to give a reason. The easiest way to exercise this is the "Cancel your order here" button (our online cancellation feature, provided under the Consumer Contracts Regulations 2013): you get a time-stamped acknowledgement of receipt immediately. You can also write to us by email or post using the model form reproduced in our Terms & Conditions.
You then have 14 days to send the product back to us, at: To complete: parcel return address. The product may have been unpacked and tried out as you would in a shop; only a loss in value from handling beyond that can be deducted from the refund. Return shipping is at your cost; for products that can't be sent back by post, we'll tell you the actual cost of a courier collection before any deduction.
Exceptions: the right to cancel does not apply to goods personalised at your request, nor to sealed products that cannot be returned for hygiene reasons once unsealed (flagged as such on their product page).
3. Goodwill returns (30 days)
Beyond the statutory period, we accept the return of any unused product, complete (accessories, manuals) and in its original packaging, up to 30 days after receipt, for a refund of the product price or an exchange. Email us with your order number for return instructions. Return shipping remains at your cost, unless the product is faulty or the error is ours.
4. Faulty, not-as-described or damaged product
If the product you receive is damaged, doesn't work, or doesn't match its description, contact us as soon as possible with your order number and photos. You're covered by your statutory rights under the Consumer Rights Act 2015: repair or replacement within 30 days at no cost; failing that, a price reduction or full refund against return of the goods. Return shipping is covered by Driftly (prepaid return label, or reimbursement of costs incurred on proof). Full details are in article 10 of the Terms & Conditions.
5. How and when are you refunded?
- Refunds are made to the payment method used for the order (card, Apple Pay, Google Pay), at no cost. We never refund in cash or to a different account.
- Cancellation: no later than 14 days after we receive your decision — we may wait until we've got the product back or received proof it was sent.
- Cancellation before dispatch and our error: within 14 days, usually within 2 to 3 working days.
- Once issued, your bank may take 3 to 10 working days to show the refund on your statement. You get a confirmation email at every step.
6. Contact
Customer service: contact@driftly-boutique.fr — +44 7391 187424. By post: Driftly Limited, Swan Buildings, 20 Swan Street, M4 5JW Manchester, United Kingdom. If a disagreement persists, you can refer the matter, free of charge, to the ADR provider named in our legal notice.