Refund policy

Your satisfaction is our priority. Learn about our hassle-free return process.

1. Our Marketplace Role

British D'sire is a platform connecting buyers with independent UK sellers. While sellers handle shipping, we manage all returns, refunds, and lost package claims to ensure a fair process.

Key Information:
  • All return requests must go through British D'sire, not the seller directly
  • We mediate between buyers and sellers to resolve issues
  • UK consumer law protections apply to all purchases

2. How to Request a Refund or Return

Step 1: Submit a Claim

Contact British D'sire Customer Support within:

  • 30 days for faulty, incorrect, or lost packages
  • 14 days for non-faulty returns (if seller allows)

Provide: Order number, photos (if applicable), and reason (e.g., "lost in transit").

Step 2: We Investigate

For lost packages:

  • We'll contact the seller/courier to track the shipment
  • If unresolved after 7 working days, we'll refund or reship

For other issues, we'll mediate with the seller.

Step 3: Resolution
  • Lost/damaged items: Full refund or replacement
  • Non-faulty returns: Refund once item is received by the seller

3. Lost Package Policy

Scenario Action Taken by British D'sire
Package marked "delivered" but not received Verify tracking, request courier investigation. If unresolved after 7 days, refund/replace.
Package stuck in transit Escalate with courier. If no update in 14 days, refund/replace.
Incorrect address provided by buyer No refund unless seller/shipping error is proven.

Note: Buyers must report lost packages within 30 days of the estimated delivery date.

4. General Policies

  • Faulty items: Seller covers return costs
  • Non-returnable: Perishables, cosmetics, custom items (unless faulty)
  • Refund timeline: Up to 14 days after approval
5. Contact Us

British D'sire manages all claims — do not contact sellers directly.

📧 Email: support@britishdsire.com

📞 Phone: +447500587375

🕒 Hours: Mon–Fri, 9AM–5PM GMT

Frequently Asked Questions

1. How do I track my British D'sire order?
Use our Order Tracking page with your order number. For issues, contact support@britishdsire.com.
2. What if my package is lost in transit?
Report it within 30 days of estimated delivery. We'll investigate with the courier and issue a refund/replacement if unresolved after 7 working days.
3. How long do refunds take to process?
Refunds are issued within 14 days of approval. Delays may occur due to bank processing times.
4. Can I return an item if I changed my mind?
Only if the seller accepts non-faulty returns. Check the product page or contact us. You may need to cover return shipping.
5. The courier says my package was delivered, but it's missing. What now?
Verify the delivery address and check with neighbors. If still missing, report to us within 48 hours for a courier investigation.
6. Who pays for return shipping?
  • Faulty/incorrect items: Seller covers costs
  • Non-faulty returns: Buyer pays unless seller states otherwise
7. What items cannot be returned?
Perishables (food), cosmetics, personalized goods, and intimate items (unless faulty).
8. How do I exchange an item?
Contact us first. Exchanges depend on seller stock availability. You'll pay price differences if applicable.
9. What if the seller doesn't respond to my return request?
British D'sire steps in after 48 hours. We guarantee a resolution within 5 working days.
10. Are returns free for faulty items?
Yes. Sellers cover all costs for damaged, incorrect, or not-as-described items.