Frequently Asked Questions


Where can I buy Borninthesun?

Shop at our official online store and we will send your order directly to your door globally. We are a direct to consumer brand so our official merchandise is only available exclusively at our website and no where else in the world.


What payment methods do you accept?

We accept over 5 different payment card options, simply select your country of choice and watch the number of international payment providers please you at the check out.

Is it safe to shop at

Yes, our website is managed directly by Ltd and uses a secure payment gateway. After placing an order on our website using this safe and secure payment gateway, we no longer have access to your bank details. We do not store any credit card information. For more information, refer to our privacy policy.

Do you offer discounts?

As an authentic luxury brand, does not offer any discount on products. Occasionally we may offer promotions for a limited time only such as free shipping or exclusive online gifts. Sign up to our newsletter to be the first to know about these exclusive offers!

Do you sell gift cards?

No, I am afraid we dont. hair accessories make amazing gifts so just buy the product and they will be happy or return it.

Can I cancel my order?

Yes, you have the right to cancel your order with us, providing it has not yet left our warehouse and you give written notice within 24 hours of placing the order.  If your order has already been dispatched, please contact us at

If you wish to cancel your order, you must notify in writing by emailing  We will refund the full value of your order within 48 hrs of receiving your notice of cancellation. If your order has already left our warehouse by the time your cancellation request is received, your refund may be less the original shipping charge.

The cancellation policy does not apply during sale periods. 

I need to amend my order, how do I make changes once my order has already been placed?

Once an order has been placed on our website we cannot make any changes (for example to the delivery address or delivery service) so please ensure you have checked this carefully before placing your order.


How long will my order take to be shipped?

For customers within the UK, Standard Delivery is 1-2 business days. 

For customers outside of the UK, Standard Delivery is 3-5 business days. 

Do I have to pay customs and income charges?

Orders shipped outside of the European Union (EU) are subject to custom taxes and duties. This cost is the receiver’s responsibility and is payable on delivery of goods. Most countries have a personal import allowance but each one is different; please check your country’s import costs and regulations carefully before placing your order.


What is your returns policy?

Should you wish to return an item, we are happy to offer an exchange or refund, providing you have informed us within 14 days from receipt.

All items must be returned in perfect condition in the original packaging with the order paperwork.

We are unable to offer an exchange or refund on items that are damaged, used or not in their original packaging.

Before sending anything back to us, please read our full returns policy and instructions.

If you fail to notify us outside of the 14 day return period, we are unable to refund or exchange the item and will dispose of your item.

Where do I send my return to?

Please send your return to

12 Woodsford Square

W14 8DP

in the same package as you received it and ensure it is tracked and signed for using a courier. Any issues or concern please email

Please email the return tracking number to so that we can monitor the return to our warehouse. We regret that we cannot offer refunds to customers for return costs, should the courier not be followed.

Before sending anything back to us, please read our full returns policy and instructions.

When will I receive my refund?

We will refund the full value of your order, less the original shipping charge as well as additional bank charges charged by the local banks,within 5- 21 days of receiving the product(s) back in our warehouse.


Do you offer a repair service?

We offer a complimentary repair service up to 6 months from the day you made your purchase, providing the fault occurred from an element of the production and assembly process, and not from ill-usage. Repair requests received more than 6 months after the date of purchase will be accepted at the discretion of but will be chargeable.

Import charges for repaired items sent back to customers outside the EU may be applicable, although we will declare on all paperwork where possible the information required to clear the shipment tax free. cannot be held liable for any customs charges incurred as a result, as these are not calculated by us and are out of our control.

For a repair consultation, please email images of your product and the affected part(s) to along with your order number/proof of purchase.

Our return, exchange and repair policies only apply to purchases made through our official website or in our official London store. For purchases made elsewhere, please contact the stockist directly. 

What can I do if my item arrives faulty?

As a luxury leather goods brand, we ensure that all our products go through strict quality control checks before being shipped from our factories to our warehouses. However, if you feel you have received a faulty item please email with your order number, the details of the product purchased and detailed photos of the fault in question. We will then assess the damage or fault and advise on the next step to proceed.


How do I look after my product?

We go to great lengths to ensure our products arrive in perfect order, if the product is dirty, simply whipe it clean, we don't recommend putting the product in the washing machine.

To prolong the enjoyment of your product, we recommend that you don’t leave it exposed to natural sunlight, damp places, humid temperatures or water. When you’re not carrying your product, store it in the 100% cotton dustbag provided.

Where are your products made?

All our products are handmade in China using only the finest quality materials.

How do I know my product is an authentic item?

Only order from us and avoid the temptation of ordering elsewhere then you know we will send you the best product.

I'm interested in becoming a wholesale customer, what's the process? 

We are a direct to consumer brand only.

    I have lost my dustbag, can I get a replacement?

    We do not sell replacement dustbags. Please look after the original dustbag that comes with your purchase.