Bunheads Ouch Pouch

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UPDATE: 24th April 2021

We are still not  processing exchanges due to reduced staffing levels.

If you would like to exchange then please send back the unwanted item for a refund and reorder the new size online.

Please send your return directly to our warehouse address:

Antonio Pacelli
14 Hallmark Trading Estate
Fourth Way
Wembley 
HA9 0LB
United Kingdom

Do not worry if you have sent your return to our temporary address. It will still be forwarded to our warehouse for processing.

Please send on a recorded delivery service so you have a tracking number and proof of posting. We cannot accept responsibility for any items lost in transit.

Please allow 2 days for your return or exchange to be processed.

Click here for more information on our reduced service levels during this time.

The information below is still relevant so please do take the time to read before sending any items to us.
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We are happy to exchange or refund any purchase within 30 days as long as the item has not been worn or soiled (please note that this excludes show shoes and any products made to your bespoke requirements - in these instances we strongly recommend that you are confident about the sizing before ordering). We do extend our returns period over the Christmas period to cover early purchases which then need to be exchanged or refunded.

We recommend that you test the fit of any pumps or jig shoes on carpet to avoid marking the soles. Please note that we cannot refund or exchange pumps or shoes that have been worn at a dance class unless faulty.

Please note that our wigs, earrings and leotards are not returnable for hygiene reasons. Please double check the product page of the item you are returning to ensure the item is eligible for returns.

If you need to return an item please click here to print off a returns form to complete and return with the parcel

Please include a copy of the delivery note or invoice which came with the parcel and note on it what action you would like us to take.

If you are returning from outside the UK then please mark the box and customs slip 'Returning to Manufacturer' to avoid delays and charges in customs. 

We DO NOT accept deliveries from FEDEX due to the high charges involved. If you prefer to send it via FEDEX then you will be responsible for the import charges and please note that the processing of your return will take 3 - 4 weeks longer than normal as we will have to wait until FEDEX confirm the import charges first before we can process your return.

The customer is responsible for the cost of return unless the item was sent out incorrectly or is faulty.

When returning incorrect or faulty items please note we will only refund return postage up to the value of the original postage paid for the order. Please, therefore, do not return items using a postage service such as an express courier service which costs more than the original outbound postage from us.

We do recommend that you send any return on a recorded delivery service as we are unable to exchange or refund until it is received by our returns department.

The postage cost of sending out replacements will be charged to the card used for the original order unless you specify otherwise. However, if you originally paid via Paypal then we will be unable to re-debit your account.

If you originally paid via Paypal then we will email you a payment link once we receive the return with the amount due for you to make the required payment online. Once this has been received we will process and despatch your exchange.

If the original item was sent out incorrectly or is faulty then the replacement item will be sent out postage free and the cost of returning it to us refunded to your card.

Top Tip: If you are in a hurry for the replacement item then we recommend that you reorder the correct item(s) from our website and then send the incorrect item back for a refund!