Refund policy
Returns & Refunds Policy
Last Updated: 16 September 2026
Overview
All items in our store are made to order and produced specifically for you once you place your order. Because of this, return eligibility differs from typical off-the-shelf retail.
Made to Order Items
Each item is produced specifically for you once your order has been placed. For this reason, we do not accept returns or exchanges for:
- Change of mind
- Incorrect size or colour selection
- Incorrect details provided at checkout
Please ensure all order details are correct before completing your purchase, as orders can enter production shortly after they are placed.
Cancelling or Amending an Order
If you need to cancel or change your order, please contact us at info@thepilatesprincess.co.uk as soon as possible. We will do our best to action your request before your order enters production.
Please note:
- Once an order has entered production, we may be unable to cancel it, change the design, or remove/add products
- Because cancellations and edits must be actioned manually on our end, we cannot guarantee a request will be processed in time if production has already started
Damaged, Defective, Missing or Delayed Items
If your item arrives damaged or with a manufacturing fault, or if your order is missing or significantly delayed, please contact us within 14 days of the delivery date (or estimated delivery date, if not yet received) so we can resolve this as quickly as possible. If a fault develops after delivery (for example, after washing), please contact us as soon as you notice it.
To process your request, please provide:
- Your order number
- A clear description of the issue
- Photographic or video evidence showing the problem, with the item laid flat with no creases (this helps us resolve your request faster)
Once reviewed, we will arrange a free replacement or a full refund at no additional cost. There is no need to return the damaged item in most cases.
Please note that minor variations in sizing or print placement, within normal manufacturing tolerances, are not considered defects. If you're ever unsure, send us your photos and we'll be happy to take a look.
Nothing in this section affects your statutory rights, as set out below — if you contact us outside of the 14-day window, we will still consider your claim in line with your legal rights under the Consumer Rights Act 2015.
Failed Deliveries
If a parcel is undeliverable due to an incorrect address provided at checkout, or a failure to receive/collect the parcel, we may offer a replacement at an additional cost, or a partial refund, at our discretion.
Your Statutory Rights
In accordance with UK consumer law (Consumer Rights Act 2015), you are entitled to a repair, replacement, or refund where goods are faulty, damaged, or not as described. Nothing in this policy affects these rights.
Refunds
Approved refunds are processed through our production partners and returned to you via your original method of payment. Please allow us a reasonable period to complete this process — we will keep you updated if there is any unexpected delay.
Contact
For all enquiries relating to returns and refunds, please contact us at:
info@thepilatesprincess.co.uk
We aim to respond within 3–5 business days, though response times may occasionally be longer during busy periods, holidays, or due to circumstances beyond our control. This estimated response time is provided for your convenience only and does not affect any statutory timeframes we are legally required to meet.