Refund policy
Refund & Returns Policy
Returns
We offer a 21-day return window for most items. You have 21 days from the date you receive your order to request a return.
Christmas extended returns: Items purchased from 1st December may be returned until 31st January.
This policy is offered in addition to, and does not affect, your statutory rights under UK consumer law.
Once your return has been received by our warehouse, please allow up to 5 working days for it to be inspected and processed.
Return Eligibility
To be eligible for a return, items must be:
- Unworn, unused and unwashed
- Returned with all tags attached
- Returned in their original packaging, including any boxes or dust bags where applicable
- Returned with your order number
We reserve the right to refuse a refund or issue a partial refund where an item is returned used, damaged, with missing packaging or parts, or with marks, strong odours, deodorant/makeup, pet hair or other signs of use.
How to Start a Return
Please use our Royal Mail Returns service to start your return. RETURN LINK
Please retain your proof of postage until your return has been processed. If a parcel is delayed or lost in transit, we may require this to support an investigation.
Standard Return Fee – £3.95
A £3.95 return processing fee applies to all standard returns for a refund.
The £3.95 fee will be deducted from the amount refunded to your original payment method.
For example, if the returned item value is £25.00, the refund due would be £21.05 after the £3.95 return processing fee has been deducted.
When the £3.95 Fee Does Not Apply
The £3.95 standard return processing fee will not be charged where:
- You are returning an item to exchange it for a different size
- The item is confirmed as faulty
- We have sent you an incorrect item
- The return is required because of an error made by us
Size Exchanges – No Return Fee
If your item does not fit and you would like to exchange it for a different size, we will not deduct the £3.95 standard return processing fee.
Please select/request a size exchange when arranging your return.
The replacement size is subject to availability.
If you choose to return the item for a refund rather than a size exchange, the standard £3.95 return processing fee will apply.
Bracketing Returns – £3.99 Per Item
Bracketing means ordering multiple sizes or colours of the same or similar items with the intention of keeping some and returning the others.
We accept bracketing returns, but the following conditions apply:
- Bracketing returns must be requested within 14 days of delivery
- A £3.99 return fee per returned item will be deducted from your refund
- If your order qualified for free delivery and the value of the items you keep falls below the qualifying threshold after your return, we may also deduct the applicable original outbound delivery charge
If you're unsure about sizing before ordering, please contact us and we'll be happy to help.
Faulty or Incorrect Items
There is no £3.95 return processing fee if your item is confirmed as faulty or if we have sent you the wrong item.
If your item is faulty, please select Faulty/Broken as the return reason.
If you have received the wrong item, please select Incorrect Item Received.
Items showing normal wear and tear rather than a manufacturing fault will not be treated as faulty.
Partial Refunds
If an item is returned with missing packaging, parts or labels, or shows signs of use, we may make an additional deduction from the refund to reflect any reduction in the item's value and associated reprocessing costs.
Non-Returnable Items
The following items are non-returnable unless faulty:
- Gift cards
- Hygiene-sensitive items where applicable
- Personalised or customised items
Your Statutory Rights
Nothing in this returns policy affects your statutory rights under UK consumer law. Where you have a statutory right to a refund, repair, replacement or other remedy because goods are faulty, not as described or otherwise do not conform to the contract, your statutory rights will apply.