Shipping & Returns

UK Shipping 

UK Standard Delivery - £4.95 
2-3 working days
Delivery days are Monday to Saturday

UK Next Day Delivery (if ordered before 2pm)- £8.50
Delivery days are Monday to Saturday

Central London Same Day Courier (if ordered before 2pm, excluding weekends and bank holidays) - £20
For Same day courier on orders over £1000, the client will not be charged for the service on onset. However the net order value post any returns must remain over £1000 for the service to be complimentary, otherwise the client will have £20 deducted from the refund due. A returns label will be included in the order paperwork and the 14 day returns period for refund to be applicable stands.

EU Shipping

All European shipments are handled by our partners Global-e. No extra customs and duties are due post check out.

US & Canada Shipping 

All US & Canada shipments are handled by our partners Global-e. No extra customs and duties are due post check out.

Persian Gulf Shipping
(Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE)

All Persian Gulf shipments are handled by our partners Global-e. No extra customs and duties are due post check out.

Rest of World Shipping

All ROW shipments are handled by our partners Global-e. No extra customs and duties are due post check out.

RETURNS

For health and safety reasons, we strictly do not accept returns on beauty products, face masks, lingerie, and earrings for pierced ears. These items are subject to final sale and if returned will not be refunded and may be sent back to the customer at the discretion of the business.

Any returned item(s) should be unworn and in perfect condition with all and designer garment tags still attached, including the 'remove upon wear' red tags.

Shoes should be returned unmarked and in their original box undamaged, with all packaging unmarked that is part of the product. If shoes are returned marked they will be returned to the customer.

All swimwear should be tried on over underwear. Returns will not be accepted if the hygiene strip has been removed (swimwear) or if the items are soiled and will not be refunded. These items may be sent back to the customer at the discretion of the business.

Made-to-order and custom-made products are subject to final sale and cannot be returned.

All Clearance sale items are subject to final sale.

Items ordered for pre-sale cannot be canceled prior to shipment as the item has been ordered specifically for the customer. Time frames for pre-order items are estimated and are subject to delays out of the control of the business.

The responsibility for accepting the package when delivery is attempted and/or re-scheduling the delivery with the local postal service is solely on the customer, and BLAIZ cannot be held responsible to coordinate this for the client. The time of delivery for returns window is counted from the 1st attempted delivery.

Once a parcel is showed as delivered with evidence both photographic, or geographically, if the parcel is claimed by the customer as not been received, an investigation will be opened and upon completion it is at the sole discretion of the business whether the order will be refunded or not subject to the outcome of the investigation.

Shipment delays may occur and are out of the control of the business. Please note that BLAIZ cannot be held responsible for delivery delays outside of our control after the package is handed over to our couriers. We are not able to provide shipping refunds of any sort or product refunds due to any delivery delays. Orders are dispatched only on working days Monday-Friday excluding bank holidays.

Additional non-returnable items:

Perishable/Consumable Goods 
Gift Vouchers

DAMAGED ITEMS

If any items shipped are deemed faulty by the customer, or are not the correct item(s), this should be communicated to BLAIZ  within 14 days of receipt of the item. Upon which photographic evidence will be requested from the customer to be sent via email prior to the acceptance of the item being returned for inspection. This evidence must be sent within 48 hours of it being requested. If the item is accepted back for inspection the customer should allow 5-7 working days for the relevant team to give their feedback and to check the dispatch evidence internally. If the damage was not a fault of the manufacturer or occurred whilst in transit, the goods will be returned to the customer and are subject to final sale. If the damage was the fault of the manufacturer or occurred in transit, the customer will be offered an exchange or a refund.

UK RETURNS

Free on all orders, please affix the Royal Mail returns label included in your package paperwork and drop off at your nearest Royal Mail collection point. If you have any issues please contact our Client Services team via email on customerservice@blaiz.co.uk

Where pre-paid returns labels are not provided by the business, and the customer wishes to return an item at their own cost, the customer is fully responsible for this cost and it will not be reimbursed by the business.

At the business’s discretion, a pre-paid returns label may be sent to the customer depending on the particular circumstances.

Regarding exchanges for orders made within the UK, please note the item requested on your returns form and your new item will be dispatched to the same address following receipt back at our premises. For exchanges on orders outside the UK, please place a new order for the requested item(s) and return to us the item(s) you would like to exchange, or if you require any help please contact our Client Services team via email on customerservice@blaiz.co.uk.

REST OF WORLD RETURNS

To return your product, you must send to the address listed on the invoice. The cost of shipping the return and all applicable customs and taxes are to be borne by the customer and are non-refundable. 

For returns you should consider using a trackable shipping service or purchasing shipping insurance to guarantee the safe return of the item. BLAIZ are not liable for any missing items.

For any other questions please contact customerservice@blaiz.co.uk.

Shipment delays may occur and are out of the control of the business. We are unable to refund shipment fees on items that arrive late.

REFUNDS

Refunds will be given on all orders shipped within the UK. To be eligible for a return the item(s) must be received within 14 days from receipt of the shipment, with original proof of purchase.

For orders shipped outside of the UK, refunds will only be given on full price items, to be eligible for a return the item(s) must be received within 30 days from the date of shipment, with original proof of purchase. Sale items are final sale and will be offered a credit note if returned within 30 days from the date of shipment.

Anything returned outside of the periods written above constitute final sale, however you may be offered a credit note or exchange at the discretion of the business. Alternatively the item(s) will be returned to you. Credit notes are valid strictly for 6 months from date of issue, and cannot be extended.

If your item is deemed faulty (i.e. received damaged or due to a manufacturing fault), we can offer alternatives such as a repair or replacement if we are alerted within 7 days of receipt of product. For more information, please contact our Client Services team on customerservice@blaiz.co.uk.

In the event of Christmas gift purchases, we allow an extension of 14 days – providing the order has been marked as 'GIFT' in the notes section on your order.

Once your item(s) have been received and inspected, we will send you an email to notify you of status of your return.

If approved, your refund will be processed and a credit will be automatically applied to your original method of payment within 3-5 working days. 

If your refund has not cleared within 5 working days, first check with your bank or credit card company, it may take some time before your refund is officially posted. After these steps have been followed and you have still not received your refund, please contact customerservice@blaiz.co.uk.

SALE ITEMS

Sale items are final sale outside of the UK. They can be exchanged or returned for a credit note only, if received within 30 days of shipment date. Store credits are strictly valid for 6 months from date of issue.

KLARNA  

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. 

 Payment is to be made to Klarna;

·         Pay later

·         Slice It

Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

DISCOUNT CODES AND FLASH SALES

No item(s) can have a discount applied retrospectively to the time of order. Regarding flash sales, the sale applies only to an item(s) purchased during the period of time that the sale is ongoing, and no discounts will be applied retrospectively on orders placed before this date.

UNACCEPTABLE CUSTOMER BEHAVIOUR POLICY

BLAIZ is committed to providing an excellent service to our customers and we will always do our best to help. In return, we expect our customers to behave appropriately and treat all our employees with courtesy, consideration and respect, to allow them to carry out their work.

Most of our customers are satisfied with our services but we recognise that occasionally some are not.

Demonstrating unacceptable behaviour will make it difficult for us to deal with your query or complaint effectively. If you do wish to make a complaint about our level of service we will direct you to our complaints procedure upon request.

This policy enables us to deal with unacceptable customer behaviour professionally and consistently. It lets both employees and customers know what we consider to be unacceptable and outlines the steps we may take to deal with such behaviour. It applies to all our customers.

1. Aggressive or abusive behaviour

This consists of behaviour (written or verbal) that we consider might cause employees to feel intimidated, offended, bullied or harassed.

For example:

  • threatening emails and telephone calls

  • inappropriate comments on social media 

  • inappropriate banter, including innuendo

  • malicious allegations

  • any form of physical violence or threats of physical violence

  • derogatory racial, sexist, ageist or homophobic remarks

  • comments relating to disability, perceived gender, religion, belief or any other protected characteristic

2. Unreasonable demands and vexatious complaints

Customers might make unreasonable demands on BLAIZ through the:

  • amount of information they seek

  • nature and scale of service they expect

  • volume of correspondence they generate

What amounts to unreasonable demands will depend on the circumstances of the complaint and the seriousness of the issues raised by the customer.

However, customers who will not accept a decision taken in relation to their query, or persistently contact us about the same issue, can generate unreasonable demands - taking up a disproportionate amount of time and resources. This can affect our ability to provide a service to other customers, and the customer displaying this behaviour will not be responded to.

Examples of behaviour that would fall within unreasonable demands and vexatious complaints include but are not limited to:

  • refusing to follow our terms and conditions especially when specifically referred to them

  • excessive volume of contact without allowing sufficient time for a response to previous correspondence

  • insisting on seeing or speaking to a particular member of staff when a suitable alternative has been offered

  • not accepting that an issue in relation to a legal requirement cannot be resolved by BLAIZ despite having been informed that this is the case

  • inappropriate visits to our offices

  • excessive contact because of an unwillingness to accept or agree with a policy decision adopted by BLAIZ

If a complaint is considered to be vexatious, we’ll take the actions outlined in this policy. We’ll inform you that future correspondence will only be reviewed to ensure no new issues have been raised - if not, it will be filed without acknowledgement.

3. Actions we may take as a result of unacceptable behaviour - 

Our employees do not have to tolerate unacceptable or vexatious behaviour when communicating with our customers. When this occurs, all our employees have the right to:

  • place callers on hold

  • end the call

  • not reply to an abusive email or letter

  • not accept back any item from this customer

However, before taking such action, it is reasonable to expect you are warned that your conduct is considered to be offensive to allow you the opportunity to moderate your behaviour.

Where these circumstances arise, we may take the following steps:

  1. We’ll ask you to modify your behaviour and explain why.

  2. If behaviour continues our employees will remove themselves from the situation.

  3. If the communication is by telephone you will be informed the call will be terminated.

  4. The employee will inform a manager and the incident will be recorded.

  5. In all cases a manager will investigate the situation and decide what action to take - which could include limiting your contact with us.

  6. We’ll refer the matter to the police where a criminal offence has been threatened or committed.

4.  Communication restrictions

If you continue to display unacceptable behaviour, the business director can authorise the decision to place a temporary or permanent communication restriction.

When communication is being restricted you will be told of the decision. Where possible, we will tell you in writing - but we may also tell you by telephone, supported by relevant notes on our records.

Communication might be:

  • limited to being conducted in writing

  • limited to a specific individual

  • removed from social media and access to these channels blocked 

  • contact might be limited to a specific internal email address or telephone number

  • placed on file without a further response if correspondence has previously been answered

Where circumstances are serious enough to warrant legal restrictions, we may apply for an injunction or court order to prohibit contact/poor behaviour. The costs of the procedures will be at the end of the procedure, owed to BLAIZ by the customer.