Returns & Exchanges
Our returns process has just got easier for online orders! We’ve listened to your feedback about making returns and as a result are launching a new returns portal to make the whole process much smoother for UK customers.
If you are not totally satisfied with your purchase, you can return your goods for whatever reason, provided you return your items back within 28 from date of receipt and in perfect original saleable condition with the original tags/packaging.
To create a new return please click on the below link, you will need your order number or email address and post code to proceed.
Here you can choose to either refund or exchange your item and pay a flat rate of £3.95 for up to 20kgs. You can return your parcel via Post Office drop off with no printer needed options. You will also receive return updates and notifications as your return makes its way back to us. The customer will need to make payment for return postage in the portal.
Please ensure you enclose your returns form in the parcel and if an exchange is requested, please provide all details on both the Returns Portal and Returns Form. Once we have inspected your goods we will process your refund/exchange within 7 working days, our team is working as fast as they can to process them for you. Please note exchanges will be subject to stock availability, in the event an item you have requested is out of stock our Customer Service team will be in touch.
Alternatively, you can also return all online orders to our stores in Marlow, Battersea Power Station and Edinburgh free of charge. Proof of purchase will be required.
Any items delivered to you with a defect/damage or missing will need to report to the Customer Service team within 28 days of the purchase on email@example.com
For all International Customers - at this time customers will be responsible for arranging and returning any order/s back to us. To do this we do recommend using a trackable courier and advise you retain proof of return until your refund/exchange is processed. Please ensure you also enclose your returns form.
Our returns address is below;
Please note underwear and earrings cannot be returned or exchanged.
Please note items purchased in store cannot be returned to our warehouse.
FAULTY ITEMS RETURNS POLICY:
Customers are entitled to a full refund for faulty goods up to 30 days after purchasing.
Any item(s) where a fault has been caused to due customer negligence or not following the garment care instructions will not be refunded. Only manufacturing faults will be considered.
If within 6 months of receipt of goods you feel the above applies, then please contact our Customer Services Team at firstname.lastname@example.org
Remember to include as much information as possible regarding the fault including images and your original order number.
A member of the team will then advise you quickly on the best method of resolution.