Our promise
An accessory is bought to be worn and loved, and we want every piece that reaches you to be right. If something is not right — or you simply change your mind — this policy explains exactly how returns, exchanges and refunds work at Sassy Ava. Please read it before you return anything, because returns must be authorised by us first.
The 30-day return window
You may return eligible items within 30 days of the day your order is delivered. The window is counted from the delivery date shown by the carrier's tracking. Items returned after 30 days, or sent back without authorisation, may be refused and returned to you at your cost.
Condition of returned items
To be eligible for a return, an item must be unworn and unused, undamaged, and returned with its tags and original packaging. For hygiene reasons this applies in particular to hair pieces: trying a piece on briefly to check the fit is fine, but a hair piece that has been worn cannot be accepted back. Scarves must be free of perfume, make-up and snags; sunglasses must be returned with their case and cloth, free of scratches. We may reduce a refund to reflect any loss in value caused by handling beyond what was needed to inspect the item.
How to start a return
- Email us at sassyava@outlook.com with your order number and the items you wish to return.
- We will reply with your return authorisation and the return address and packing instructions. Please do not send anything before you receive this reply.
- Pack the items securely in their original packaging, include your order number inside the parcel, and send it by a trackable service. Keep your tracking number until your refund is complete.
Who pays for return shipping
For change-of-mind returns, return shipping is at your cost. If your item arrived damaged or defective, or we sent you the wrong item, we will cover the reasonable cost of return shipping — contact us first and we will arrange the return with you before you send anything.
Inspection on arrival
Every return is inspected when it reaches us. We check that the items match your return authorisation and meet the condition described above. If a returned item does not meet the return conditions, we will contact you before deciding whether a partial refund, a return of the item to you, or no refund applies.
Refunds — amount, method and timing
Approved refunds are issued to your original payment method — we cannot refund to a different card or account. We process approved refunds promptly after inspection, and the money should appear in your account within 5–10 business days of approval, depending on your bank or card issuer. For change-of-mind returns, the refund covers the price of the returned items; original shipping charges are not refundable. Where we made the mistake (damaged, defective or wrong item), the full amount you paid for that item, including its share of shipping, is refunded.
Partial refunds
A partial refund may be granted where: an item is returned without its tags or original packaging, or shows signs of wear; only part of an order is returned; or a return arrives with minor damage attributable to insufficient packaging. In each case we will tell you the amount and the reason before issuing it.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the replacement — this gets the new piece to you as quickly as possible and guarantees its availability. If you would prefer a direct exchange (for example, the same scarf in a different colourway, or a different frame), email us at sassyava@outlook.com and we will arrange it where stock allows. Exchanged items are dispatched once the original has been received and inspected, or sooner at our discretion.
Damaged, defective or wrong items
If anything in your order arrives damaged or defective, or we have sent the wrong item, contact us within 7 days of delivery at sassyava@outlook.com and include a clear photograph of the problem (and of the packaging, if it was damaged in transit). We will offer you a replacement or a full refund for the affected item — your choice — and we will cover any return shipping if we need the item back.
Non-returnable items
The following cannot be returned: gift cards; items marked "final sale" or "clearance" at the time of purchase; hair pieces that have been worn (for hygiene reasons); and items damaged after delivery other than through a fault in the product itself.
Gifts
If an order was marked as a gift at purchase and shipped directly to you, we will issue you a gift credit for the value of the returned items once the return is approved. If the order was not marked as a gift, or the gift giver had it shipped to themselves, the refund will be issued to the gift giver's original payment method, and we will let them know the return has been made.
Late or missing refunds
If 10 business days have passed since we confirmed your refund approval and the money has not appeared: first check your bank or card statement again — refunds sometimes post under the original transaction rather than as a new entry; then contact your card issuer, as processing times vary. If you have done both and still cannot see it, email us at sassyava@outlook.com with your order number and we will trace it with our payment processor for you.
Contact
For anything about returns, exchanges or refunds, write to us at sassyava@outlook.com and include your order number. We reply to every message personally.