REFUNDS, RETURNS, AND EXCHANGES
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- Incorrect Item? All shortages, damages or discrepancies in your shipment must be reported within 14 days of receipt. We will then raise an investigation and respond as necessary.
- Unsuitable Item? You may return items to us, at any time within 28 days of receipt for a refund (excluding any delivery charges incurred) if the item is “as new”. We class “as new” condition as unused and packaged as dispatched.
- Faulty Item? If you believe your item is faulty, please contact us within 28 days of purchase detailing your original order number and details of the problem. We will assess the issue immediately and, where necessary, arrange for repatriation of the goods for inspection. If the item subsequently deemed faulty due to a manufacturing issue, we will process a refund within 7 days of receipt
- Shipping Costs: You are liable for the costs of returning an item except in cases when we have sent incorrect goods in error or if an item returned for inspection is deemed faulty. We recommend that you return goods using a tracked and signed service such as Royal Mail Recorded (covers you up to £30) or Special Delivery (covers you up to £500). Always retain proof of postage as you may be asked for this prior to processing your return. If no proof of postage or delivery (to our centre) is provided upon request, we shall have no liability in respect of goods and shipping costs. We cannot accept responsibility for goods until a member of our staff has signed for receipt. Once we have inspected the goods and subject to the foregoing, we will process a refund. To return your items, please forward to the following address, quoting your name, address and original order number (detailed on the dispatch note)
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you the return address , as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will evaluate your item within 16 days so we get this resolved for you ASAP.
Exceptions / non-returnable items
- Exchanges: We are unable to provide an exchange service. Therefore, if you would like to order an alternative item:
- Return the unsuitable items for a full refund using the returns form that came in your parcel and the instructions above
- Place a new order on our website for the alternative item you require.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refunds are processed within 7 days of receipt of returned items, after they have been fully inspected by our Returns team and subject to the aforementioned terms.