RETURN TIMEFRAME
You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.
- UK Customers - 30 days (store credit) and 21 days (refund or exchange).
- International Customers - 45 days (store credit) and 30 days (refund or exchange).
These timeframes are from the date your order is placed. We don’t accept returns for unwanted items after our relevant returns period.
ORIGINAL CONDITION
Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.
NON-RETURNABLE ITEMS
Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include Socks, Face Masks, Headbands, Hair Accessories, Fitness Equipment and Water Bottles. We do require hygiene stickers remain intact, failure to do this will result in the item being non-returnable.
RETURN OUTCOMES
Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.
You can also now opt for our Shop Now return method** which allows you to choose from the below options:
In-line exchange: Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.
Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.
*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange, Shop Now and refunds. All shop now exchanges will be dispatched once your return has been processed / approved.
**Please note, all return totals displayed during Shop Now are in GBP. These totals will be the equivalent in your country's currency whether you upsell or down-sell your return.
PROCESSING TIME
We aim to process all returns within 6 days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.
We'll email you once we've received and processed your return.
UNREASONABLE CLAIMS / FAIR USE POLICY
Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.
Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered.
If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.
RESPONSIBILITY
Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
RETURN FEES
Please note, return fees are priced per return generated.
If you're a new customer, your first return will be free of charge (excluding self post).
UK Customers: If you opt for Exchange or Store Credit then this will be FREE of charge*. If you are returning for a refund, you will be charged £2.99.
Return fees will be deducted from your refund at the time we process it. Please see Unusual Activity for further details.
*If you're returning part exchange, part refund then your return will only be free if the value of your exchange item(s) outweighs the refund item(s).
International Customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from. Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here.