Due to hygiene reasons and the fact that items of our store may be perishable goods, By Her does not offer refunds or exchanges on any sale items, hampers, jewellery or products, including gift cards due to change of mind.

An exchange or refund will only be issued where an item is deemed faulty beyond repair or if a replacement of the same item is unavailable for exchange.

All items are carefully assembled and quality checked prior to dispatch. For all faulty returns, By Her will assess the fault and reserves the right to either repair or replace the items. If the item is no longer in stock, a full refund will be issued in the form of a store credit or an exchange for another item of equal value, provided that all items or components of the original item is in its original packaging and unused.

Please note: Shipping costs are non-refundable and at your own expense. If you receive a refund, the cost of return shipping will be deducted from your refund.


To lodge a return request, please contact us within 7 days of receipt of your order. A refund or exchange will not be considered for any faulty items after 7 days.

Include in your email the following details:

  • Your order number,
  • Which item(s) you would like to exchange/refund and the reasons for your return.
  • Photo evidence (if applicable).

Following your email, you will receive an email with our return address for postage. Once your item(s) have been received and inspected (if necessary) we will notify you by email and process your refund/exchange within 3 business days.

If you have opted for the refund to be processed directly to your credit card or original payment method, then please allow an additional 5 business days for your refund to appear in your account.

Please contact your bank if you don’t see your refund after 5 business days as there may be some processing time before a refund is posted by the bank.

Note: Refunds might appear in the form of a reversal. In this case, the original payment will be removed from your bank statement, and a separate credit is NOT issued.


It’s recommended that you purchase the products to be delivered to your own address to then on-forward to the receiver as the refund will be processed as a store credit to the original purchaser for the value of your return (minus shipping costs).