Where to Return
How to Return
When you receive your item, you must check it as soon as possible and return to us within 14 days. We can only accept items that are in new condition, unwashed and with all labels attached. Please complete the returns form included with your order and include in your return package.
Any correspondence to us must be made to firstname.lastname@example.org
Please note we can not be held liable for any items lost in transit on the way to us. We advise that you return any items by a recorded service.
Lost/Missing Returns Form
In the event of losing your returns form, you can return to us at the above address. Please include you name and/or order number within the package and a note on how you would like to proceed ie. return or exchange. Please note if you return an item to us with no identification this will considerably lengthen the returns process.
Your right to change your mind
We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it on or inspecting it eg. please ensure that any security seals or tags remain intact.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item. Once the incorrect goods have been received by our staff we will be able to rectify the issue. We will refund any return postage costs in this circumstance, please request a postage refund from our support staff.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Our Returns Policy for faulty items upholds your statutory rights.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. Please note we can not issue refunds for lost items, only replacements.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
What we'll do next
All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where:
- we sent you the wrong item, or
- the item is damaged or faulty; or
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.