FAQ

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following: We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately. You can also check if your order has been split into more than one package by logging into 'My Account' and checking 'My Orders'. The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this. If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

If you have an item in your saved items list, you can choose to be notified if the item comes back in stock, when using the SL Creations app. Signing up for back in stock notifications Make sure you're opted into receiving push notifications from us. Head to your saved items and tap 'Notify Me' next to the item If you've received a back in stock notification, you'll need to be quick as we can't guarantee how long the item will be back in stock for If the item goes back out of stock again, you'll need to sign up to be notified again Looking for something similar? Type a description or trend into the search box and narrow down the search by using the Refine Selection Use Style Match on the SL Creations App. Go to the search bar and tap the camera icon, you can upload an image or take a picture. We'll then show you similar items. Keep an eye on our Back in Stock section for recently restocked items. Just one more thing....Please note, the back in stock feature is only available on the SL Creations app at the moment. If you're using our desktop or mobile site, we won't be able to let you know if an item is coming back into stock.

We hope you're going to love everything you order from SL Creations, but if you don't you can return for free. We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or color of an item, then you'll need to place a new order. All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.

As an online business our prices change in response to fashion trends, stock, promotions and demand from customers. This does mean an item can change in price after you've purchased it. Sadly, we're not able to adjust prices or offer a refund or credit for the difference in price.

We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, how to returns or the process then scroll down. Returning an unwanted item? We get it, sometimes something just doesn't work for you, and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights. Also remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them. If you return an item within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. If you return an item within 29 and 45 days of the item being delivered to you or available for collection, we'll give you an SL Creations gift voucher for the amount equivalent to the price you paid for the item. We aim to refund you within 25 days of receiving the returned item into our warehouse. If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion. After that? We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. Final Sale Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges, or refunds, other than in exceptional circumstances. This does not affect your statutory rights. What happens to my return if I ordered using Klarna? If you've placed an order with Pay in 4 Payments with Klarna, you’ll be paying for your order in regular instalments. If you return an item within 28 days of receiving it, we'll give you a full refund. If you decide to return something within 29 to 45 days of it being received, an SL Creations gift voucher will be issued to you instead, and any Klarna instalments will still apply. SL Creations has no liability to you for these installments or any additional charges incurred, so make sure to pay them off in full! To find out more about returns with Klarna click here. Original condition Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including: Underwear if the hygiene seal is not intact or any labels have been broken Swimwear if the hygiene seal is not intact or any labels have been broken Pierced jewelry if the seal has been tampered with or is broken. Face coverings if the seal has been tampered with or is broken. None of this affects your statutory rights. Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. Responsibility Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the package remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost. Fair use If we notice an unusual pattern of returns activity that doesn't sit right: e.g., we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal SL Creations customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you. If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us. Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered. Want to exchange an item? We don't offer exchanges on orders. If you would like a different size or color, please return your unwanted item and place a new order. Returning a faulty or incorrect item? If you've received an item which isn't quite right click here for more information on faulty products. Or click here for more information on incorrect items. New online returns policy? Haven't you heard? SL Creations is going paperless! You'll no longer receive a paper return slip with your order. Instead, you can create your return through your SL Creations account. At the moment you'll need to print a returns label if you want to return, but we're working on ways around this so watch this space! Click here for more information on how to return.

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights. Also remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them. If you return an item within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. If you return an item within 29 and 45 days of the item being delivered to you or available for collection, we'll give you an ASOS gift voucher for the amount equivalent to the price you paid for the item. We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. We aim to refund you within 25 days of receiving the returned item into our warehouse. If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion. Final Sale Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges or refunds, other than in exceptional circumstances. This does not affect your statutory rights.

Track your order All you need to do is log into 'My Account' and select the order you want to track. Click the 'Track Order' button to track your package. Check the estimated delivery date You’ll find this date in your Order Confirmation email and by checking 'My Orders' in 'My Account'. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, go to 'Track Order' in your account. If the tracking doesn’t show any updates or is blank, please allow until your estimated delivery date for your order to be delivered. There may be a delay with your tracking being updated, but it should update soon. I'm still waiting for my order Has your estimated delivery time elapsed? Please allow an extra few days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates. If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.

We want to fix any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please send it back to us and once inspected, we'll refund you as soon as it arrives back at our warehouse. To create your return, simply log into ‘My Account’ and click ‘Create Return’ next to the order you’re sending back. Don’t forget to select ‘incorrect item received’ as your reason for return. If you still want the item and it's in stock, please order it through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the item to your shopping bag. All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you. Please note that items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges or refunds, other than in exceptional circumstances. This does not affect your statutory rights.

Your refund will still go back onto the card used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card. If you have any issues seeing your refund 14 days after it was completed by us, please get in touch by clicking 'Contact Us Now'. Returning an order within 29 to 45 days of the item being delivered to you or available for collection? A gift voucher for the full amount of the items you return will be locked to your account ready for you to use on your next purchase.