Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.
We’ve extended our returns policy for Christmas 2022. Orders placed from 14 November 2022 – 24 December 2022 can be returned up until 14 January 2023, for a full refund back to your original payment method.
We aim to refund you within 14 days of having received the returned item.
If you request a refund for an item during the above timeframes but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.
Returns can be sent to:
Lampeter Industrial Estate
Hygiene and our customers’ safety is super important, so certain items like underwear can’t be returned for refunds.
None of this affects your statutory rights.
Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).
When returning an item please ensure the “Returns & Exchanges” paperwork which was included with your order is completed, stating the reason for return and if you require an exchange or refund. Please also include a copy of your invoice.
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
For your own protection we recommend using a signed for delivery service or one which insures you for the value of the goods you are returning. We do not cover postage costs for returning items.
International customers should note that we do not refund postage costs and that any request for an exchange will incur an additional delivery charge to send your exchanged item. We do not pay any custom clearance charges for items which are returned from international customers.
As the parcel remains your responsibility until it arrives back with us, ensure that you get 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 (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
Once an item is received into our warehouse it is then inspected by our returns team. We aim to process all returns, exchanges, and refunds within 14 days of us receiving your item providing that the items are in their original brand new, unused and re-saleable condition.
Please be aware that once your refund has been processed by us it can take 3-5 working days to appear in your account. This is beyond our control and dependent on your payment provider.
All refund are issued against the original method of payment. We do not issue refunds to third parties.
What if my item becomes faulty?
If an item becomes faulty within 29 to 45 days of it being delivered to you , a refund will still be issued.
Fill in your returns slip to say the item is faulty and put it inside the parcel with your return.
All items are inspected upon arrival at our warehouse and a refund will be processed to your original payment method if it’s considered a manufacturing fault.