RETURNS & REFUNDS & EXCHANGE
Our Returns Policy Information:
We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, how to returns or the process then read details below:
- Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
If you return an item within 28 days of the item being delivered to you or available for collection, we’ll give you a refund by way of the original payment method. We aim to refund you within 14 days of receiving the returned item into our warehouse. If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.
Delivery and handling costs are not refundable.
After that? We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
- Final Sale
Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges or refunds, other than in exceptional circumstances. This does not affect your statutory rights. - Original condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds,
Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. - Responsibility
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
As the package remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
- Fair use
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
- Want to exchange an item?
We hope you’re going to love everything you order from our store, but if you don’t you can return for free.
We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then you’ll need to place a new order.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.
- Returning a faulty or incorrect item?
If you’ve received an item which isn’t quite right click here for more information on faulty products.
Please make sure the goods order from our shop, then lease contact the seller directly for return address and instructions.