RETURNS & EXCHANGES
We aim to process all returns in 7 working days, once the returned item has been opened. During peak times this may be extended up to 28 days. As soon as we have processed your return or exchange, you will receive an email confirmation to the email you used to order with us. Items that are not defective or faulty must be returned within 14 days from the date of receipt for either an exchange or refund. All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags (still firmly attached). In the case of garments worn next to the body, these will only be accepted it the protective film is still in place. If you have requested an exchange, we will check your returned goods and will arrange for the exchange by confirming stock and send an email advising when the replacement has been sent out for you. We cannot always guarantee that we will have a replacement in stock. We will contact you and either exchange to the value of the original product ordered or you may request a refund.
If you have requested a refund, we will check your returned items and confirm they are in a re-saleable condition before processing your refund. Your refund will usually be processed within 3 to 5 working days, and a credit will automatically be applied to your original method of payment. We do not refund any shipping or custom fees if applicable.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, please check your bank account or contact your credit card company, there may be some processing time before your refund is officially posted. If you have still not received your refund, please contact us at firstname.lastname@example.org
EXTENDED HOLIDAY RETURN POLICY
Purchases made from 1st November are eligible for a refund up to 14 days after 25th December and for an exchange or account credit up to 28 days after 25th December.
Defective goods can be returned within 30 days of purchase for an exchange or refund. After 30 days, we’ll repair or replace the product in accordance with the terms of the UK’s Consumer Rights Act 2015.
RETURNS OF GIFTS
If you are returning a gift please remember to include the buyer’s name and address as well as your own. If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit emailed to you for the value of your return once the item has been received and checked. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will receive information about your return.
HOW TO RETURN OR EXCHANGE AN ITEM IN THE UK
Returned items should be accompanied by the original packing note and preferably in the original packaging. In the packaging there is a form to complete to advise us what you would like to do, please put this and the original packing note in the packaging for returning. We do not cover shipping costs for returns or exchanges.
FROM THE EU & REST OF THE WORLD
Returned items should be accompanied by the original packing note and preferably in the original packaging. Please write ‘RETURNED GOODS’ on the outside of the box so we can process your return as quickly as possible. In the box there is a form to complete to advise us what you would like to do, please put this and the original packing note in the packaging for returning. We do not cover shipping costs for returns or exchanges.
All worldwide returns and exchanges must be sent to:
North Sands Business Centre
Liberty Way, Roker
We advise using a traceable shipping service or purchasing shipping insurance to make sure we receive the item. If it goes missing during this time, we will not be held liable. We do not cover shipping costs for returns or exchanges.