What items can’t be returned?

While most items purchased online can be returned within 21 days, there are some exceptions due to hygiene, safety, or customisation reasons. Please review the list below before sending anything back.

Non-returnable items

The following products cannot be returned:

• Items that have been unsealed, opened, or worn

• Personalised, made-to-order, or altered items

• Products unsuitable for return for health or hygiene reasons once unsealed

• Food items, including hampers

• Unsealed beauty products

• Lingerie, underwear, swimwear, hosiery, and shapewear

• Bedding, including duvet covers, pillowcases, sheets, and mattress protectors

• Gift cards

• Earrings and pierced jewellery

• Seasonal items, including Christmas decorations and trees

• Paper carrier bags

Additional Notes

• Vintage watches must be returned in-store to Brown Thomas Grafton Street only, and are subject to an assessment by our horology team before any refund can be approved.

• Any item showing signs of wear or damage may be rejected for refund.

• Always retain original packaging and receipts.

For more details, please see our full Returns & Exchanges Policy, or reach out via Live Chat or WhatsApp if you're unsure whether your item qualifies for return.