Refund policy

Return & Refund Policy – BySomeonesDiary (BSD)

If something is not right, you can return it under the conditions below. Please read this policy before sending anything back: returns that do not follow this procedure may be delayed, subject to deductions, or refused where the law permits.

Your statutory rights under mandatory EU and national consumer law always remain unaffected. Nothing in this policy limits them.

Good to know before you order: your order ships directly from our supplier outside the European Union, and returns go directly back to that supplier. International return shipping is at your expense (see Section 4). We say this up front so there are no surprises.

1. Return window

You have the right to withdraw from your purchase within 14 days after the day you (or a third party designated by you, other than the carrier) received the last item of your order. You do not have to give a reason.

To meet the deadline you must:

  • notify us within 14 days of delivery via hello@bysomeonesdiary.com, or by using the model withdrawal form at the bottom of this policy; and
  • ship the item(s) back within 14 days of your notification.

Returns announced or shipped after these deadlines will not be accepted. Late parcels will be refused or returned to you at your expense.

2. Return conditions

To be eligible for a full refund, items must be returned:

  • unworn and unwashed;
  • free of stains, marks, perfume, deodorant, smoke or animal hair;
  • with all original labels and hang tags attached;
  • in the original packaging, together with all accessories delivered.

You may inspect an item the way you would in a physical store: take it out of the packaging, look at it, and briefly try it on. Anything beyond that counts as use.

Diminished value. If a returned item shows signs of wear, washing, damage, odour or missing tags or packaging, we may deduct the actual loss in value from your refund. The deduction is proportionate to the condition of the item: a missing hang tag costs you a small amount, an item that can no longer be sold at all may result in a deduction up to its full value. Each return is assessed individually on arrival and we tell you the reason for any deduction.

3. How to return

  1. Email hello@bysomeonesdiary.com within 14 days of delivery, stating your order number and the item(s) you wish to return.
  2. We send you the return instructions and the return address of our supplier. Do not ship anything before you have received this address: parcels sent to any other address, including our registered office, cannot be processed and will not be refunded.
  3. Pack the item(s) securely, preferably in the original shipping packaging, and include your order number inside the parcel.
  4. Ship the parcel within 14 days of your notification using a tracked service and send us the tracking number.

Unannounced returns without an order number cannot be matched to your order and take significantly longer to process.

4. Return costs

All costs of returning the product are at your expense. Because the return goes to our supplier outside the European Union, this is an international shipment; depending on your country and carrier, tracked return shipping typically costs between €15 and €35. We do not provide a prepaid return label.

The parcel remains your responsibility until it has been received by our supplier. The burden of proof of return shipment lies with you, so keep your proof of postage and tracking number. We do not accept liability for return parcels lost, delayed or damaged in transit, and we do not reimburse return shipping costs, customs fees or handling charges incurred on the return.

Returns sent with unpaid postage, cash on delivery, or to any address other than the return address we provide will be refused.

5. Refunds

Once your return has been received and inspected by our supplier, we confirm the outcome by email.

  • Approved refunds are issued to the original payment method within 14 days of your withdrawal notification. We may withhold the refund until the items have been received back, or until you have provided proof of return shipment (tracking number), whichever comes first.
  • Any deduction for diminished value (Section 2) is subtracted from the refund amount.
  • Original shipping costs are refunded if you return your entire order. If you return part of an order, outbound shipping is not refunded. If you chose a delivery method other than our cheapest standard option, we refund the cost of standard delivery.
  • Depending on your payment provider it may take several extra business days before the amount is visible in your account. Payments made through deferred payment methods such as Klarna are adjusted or cancelled through the payment provider.

On request we can issue your refund as store credit, which we process with priority.

Import charges. Import VAT, customs duty and carrier handling fees are levied by your customs authority and carrier, not by us, so we cannot refund them. In most countries you can reclaim import VAT and duty directly from your customs authority when you re-export returned goods. Ask us and we will provide the documentation you need for that claim.

6. Bundle and tiered discounts

If your order qualified for a bundle or tiered discount and you return part of it so the remaining items no longer meet the discount conditions, the discount is recalculated. The remaining items are charged at the price that applied without the discount and the difference is deducted from your refund.

7. Exchanges

We do not offer direct exchanges. If you need a different size or design, return the original item under this policy and place a new order. That is the fastest way to secure the item you want, as stock is limited.

8. Non-returnable items

The right of withdrawal does not apply to products made to your specifications or clearly personalised. BySomeonesDiary does not currently offer such products; if that changes it will be stated clearly on the product page before you order.

9. Refused, unclaimed and undeliverable parcels

If a parcel is returned because you gave an incorrect or incomplete address, refused delivery, did not pay the import charges, or did not collect it within the carrier's pickup window, we may deduct the actual shipping and handling costs from your refund, or charge reasonable re-shipping costs if you want the order sent again. Refusing a parcel does not count as a formal withdrawal; you must still notify us as described in Section 1.

10. Faulty, damaged or incorrect items — your legal guarantee

The conditions in Sections 2 and 4 apply to change-of-mind returns only. Separately from the right of withdrawal, you have a statutory legal guarantee: the item must be as described and of the quality you can reasonably expect. Under EU consumer law this covers at least two years from delivery.

If you receive an item that is defective, damaged or not what you ordered, contact us at hello@bysomeonesdiary.com within a reasonable time after you discover the issue — notification within two months of discovery is in any event timely — including your order number and clear photos of the item and the defect. In most cases we can resolve this from the photos without you having to send anything back. If your claim is justified we offer a free replacement or a partial or full refund, and if a return is needed, we pay the return shipping.

11. Fraud and abuse

We monitor return behaviour. If we suspect abuse of this policy, such as repeatedly returning worn items, wardrobing, or false damage claims, we may refuse future orders and recover any resulting damage, without prejudice to your statutory rights.

12. Complaints and dispute resolution

Questions or complaints about a return or refund? Email hello@bysomeonesdiary.com with your order number. We acknowledge complaints within 14 days and aim to resolve them much sooner.

If we cannot resolve it together, you may bring the dispute to a competent court, or to a recognised alternative dispute resolution body in your own country of residence where one is available. The European Commission's online dispute resolution platform was discontinued on 20 July 2025 and is no longer available.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: BYSOMEONESDIARY LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom — hello@bysomeonesdiary.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / Received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:

(*) Delete as appropriate.