OUR CUSTOMER TERMS AND CONDITIONS FOR RETURNS AND EXCHANGES
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. We cannot always guarantee that we will have a replacement in stock for an exchange. We will contact you and either exchange the value of the original product ordered or you may request a refund.
We cannot exchange to an alternative style we can only change the colour and size of the same style originally purchased.
Unit D, Baron Avenue
Login to our online returns portal with the email address used to place your order. To print off your pre-paid DHL return label for a refund or an exchange, please use your order reference number.
You can find your nearest DHL service point on the DHL website https://parcel.dhl.co.uk/dhl-service-point/about/.
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 box for returning.
We advise using a trackable shipping service for your return. If it goes missing during this time, we will not be held liable. We do not cover shipping costs for returns or exchanges.
Once our Returns Department have opened and processed your return, you will receive a confirmation email for your refund. If you have requested an exchange, you will receive a new email with a tracking number for your exchange.
We are unable to confirm who we have received the packages from until we are opening for processing, we apologise for any inconvenience this may cause.
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.
We can carry out an exchange on a product purchased with a gift card or refund back to the card for credit.
We aim to process all returns in 14 working days once the return has been received by our Returns Department.
During peak times this may take up to 28 days but we do our best to process this sooner.
Please be aware of bank holidays and weekends which may potentially delay delivery of your return/processing time
In the UK please use the Waybill number from your returns form and input it into this link: https://www.dhl.com/gb-en/home/tracking.html
EU & Rest of the World - please use your tracking number from your selected courier to confirm delivery.
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. Once your refund is processed this will usually show on your original payment method within 3 to 5 working days. We do not refund any shipping or custom fees if applicable.
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
Any purchases made from 1st November are subject to our extended holiday returns policy and will be eligible for a refund, exchange or account credit up to and including 8th January.
In the rare event of receiving defective goods, these 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 Consumer Rights Act 2015. Please contact our Customer Services at email@example.com with your order number and pictures of the fault for authorisation