Refund policy
Returns & Refunds
the bonnie mob is a trading name of Tracey Samuel Design Ltd, registered in England and Wales, company number 04210975. If anything here is unclear, email customercare@thebonniemob.com and we'll help. Please allow 48 hours for a reply to return emails.
Our 28-day returns
If you change your mind, you can return items to us within 28 days of delivery for a refund or an exchange. Items need to be unworn, unwashed and in a saleable condition, with their tags attached.
If you bought with a discount or offer, we'll refund the amount you paid.
* Your legal rights are unaffected — see the note at the foot of this page.
How and when we refund
We'll refund you within 14 days of receiving the goods back, or of you giving us evidence that you've sent them, whichever is sooner. Refunds go back to the payment method used for the original order, and can take 5–10 working days to show in your account, depending on your bank.
Sending a return
Return postage is paid by the customer, unless otherwise arranged with our Customer Care team. Please include your order number and name with your parcel. We recommend a tracked service and keeping your proof of postage.
Please send returns to:
the bonnie mob, Returns
1st Floor, 16 Kingsthorpe Road
Hove, East Sussex
BN3 5HR
United Kingdom
Please don't send returns to our registered office address, as they can't be processed there.
If you ordered from outside the UK, please email us before sending anything back so we can give you the right instructions for your country.
Exchanges
To exchange an item, email customercare@thebonniemob.com and we'll check the size or colour you'd like is available. If the new item costs less, we'll refund the difference; if it costs more, we'll send you a link to pay the difference.
Personalised items
Items personalised with a name, word or date are made to your specification, so the 14-day cancellation right and our 28-day returns don't apply to them. This doesn't affect your rights if a personalised item is faulty or not as described.
Faulty items
If something arrives faulty or isn't as described, please email us with your order number and a photo. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. After that, we'll offer a repair or replacement, or a refund if that isn't possible. We'll cover the cost of returning a faulty item, and we'll check each one when it arrives. Normal wear, or damage from use or washing that doesn't follow the care label, isn't a fault. Nothing in this policy affects your statutory rights.
Gifts
If you've received a bonnie mob gift that isn't quite right, you're welcome to exchange it within 28 days of delivery, following the steps above.
* Your legal rights
The returns above are offered in addition to your legal rights, which are not affected by this policy. Under the Consumer Contracts Regulations 2013 you may cancel an order within 14 days of the day you receive the goods, by emailing customercare@thebonniemob.com with a clear statement that you are cancelling, and returning the goods within 14 days of telling us. Where a whole order is cancelled this way, we also refund the standard delivery charge paid, excluding any extra paid for a faster service. Goods made to your specification, such as personalised items, are exempt. Under the Consumer Rights Act 2015 you have separate rights if goods are faulty or not as described.
If you prefer, you may use this form to cancel, though you do not have to: To the bonnie mob (Tracey Samuel Design Ltd), 1st Floor, 16 Kingsthorpe Road, Hove, East Sussex, BN3 5HR, customercare@thebonniemob.com — I hereby give notice that I cancel my contract of sale of the following goods: ________. Ordered on / received on: ________. Order number: ________. Name: ________. Address: ________. Date: ________.
Last updated 22 September 2026.
