Refund policy

We hope you love your order. Because each piece is made just for you, we keep returns simple and fair - and we’ll always do our best to help if something isn’t right.

If you’re unsure on sizing, check our sizing page or feel free to reach out before ordering - we’re happy to help.

In some cases, we may be able to offer an exchange or store credit - just get in touch and we’ll talk it through.

 

Returns

As each item is made to order, we’re unable to accept returns for change of mind once production has begun.

However, if something isn’t right, please get in touch — we’ll always try to help where we can.

If your item arrives faulty or incorrect, or if you contact us before production starts, we’ll always do our best to help.

To be eligible for a return:

• Items must be unused and in their original condition
• Items must be returned in original packaging where possible
  
  

How to return

Please email us via the contact us page form with your order number and reason for return.

We’ll guide you through the next steps. We’ll guide you through the next steps and provide the return address if needed.

Refunds

Once your return is received and inspected, we’ll process your refund to your original payment method.

Please allow a few working days for the refund to appear.

Return costs

Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.

Faulty or incorrect items

If your item arrives damaged or incorrect, please contact us as soon as possible (ideally within 48 hours)

We’ll arrange a replacement or refund as quickly as possible.

Order changes or cancellations

If you need to make a change or cancel your order, please contact us as soon as possible after placing it.

We’ll do our best to accommodate changes before production begins, but cannot guarantee this once your item has entered production.

Lost or delayed orders

If your order hasn’t arrived within the expected timeframe, please get in touch and we’ll help track it down.

If an item is confirmed lost in transit, we’ll arrange a replacement or refund.

Right to cancel (UK customers)

Under the Consumer Contracts Regulations, you normally have the right to cancel your order within 14 days of receiving it.

However, as all Pier End items are made to order, this right does not apply once production has begun, unless the item is faulty or incorrect.