Returns & Refund Information
We hope you’re happy with your purchase from Between The Lines. If you decide it’s not right for you, you can return the item(s) to us within 30 days of purchase or receiving your order, whichever is later.
When making a return, please note the following:
Items must be returned in a fully resalable condition, which means being unused and in the original packaging. We reserve the right to refuse a return on items deemed not to be resalable.
For hygiene reasons, jewellery for piercings such as earrings purchased online can only be returned to our website if unopened and still within fully sealed tamper-proof packaging. Earrings bought instore cannot be returned.
Cosmetics, face masks and face coverings can only be returned to our stores or website if unopened and still within fully sealed packaging. If your product is faulty, please contact the Customer Service team with photos of the product at
Between The Lines Ltd
Unit A, Gravel Lane
Returns to our website
You can return items purchased in store or online to our website up to 30 days after purchase or receiving your order using Royal Mail and subject to the above information. Please note that orders that were correctly fulfilled will not attract free returns postage and you must pay for the return postage.
Once we have received your returned item back, either your refund will be processed within 3-5 working days for online orders and we will email you to confirm your refund has been processed, or for store returns we will get in touch with you to process your return. All items must be returned with a completed returns form and store receipt if bought in store. Upgraded shipping options will not be refunded in full unless the entire order is faulty or incorrect. We reserve the right to wait for your goods to be returned before refunding.
Frequently asked questions
I have posted my order back to your Returns Team. When will I receive my refund?
Royal Mail are currently operating with delays in some areas. This may mean that returns are taking longer to reach us. Though we are still getting these processed within a couple of days of receiving them while keeping our team safe, it may take longer for your refund to be processed overall while we wait for it to get back to us. We recommend waiting at least 2 weeks from the date you sent it back to us before emailing to check on it. All refunds for online orders will be credited to the original method of payment.
What if I want to exchange an item I have bought online?
Our customer services team will take you through the best way to exchange an item.
Please contact our customer service team email:
How do I change or cancel my web order?
In most circumstances, it’s not possible to make changes to your order once you’ve placed it. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team as soon as possible for advice at or on 01243 217500.
Our phone lines are open between 9am – 5.30pm Mon – Fri If your order has already left our warehouse for delivery to you, then you’ll need to follow our Returns procedure in the event of any unwanted items.