Returns & Exchanges

How to Return an Item

Our No-Quibble Money-Back Guarantee means we will exchange your item or refund your purchase price subject to items being unworn, in perfect condition, with their original packaging, and returned within 30 days.

Step by step:

Click here to start your return.

Enter your details; this will include your returns order number and your postcode or email address (on the confirmation email sent when you placed your order).
Print your pre-paid smart label at home or download the QR code onto your mobile device to print in store.
Please include your invoice in your parcel. If possible, re-use the mailing bag or box that your order came in. Please ensure the parcel is securely sealed with strong tape. DO NOT use staples as they may damage the garments inside.
Attach your smart label to your package and complete the return within 5-10 days. You will be given a receipt with a tracking number. Please keep this safe until your return/exchange has been processed.

In need of a new returns and exchanges form? Download a replacement here

We work with a returns partner to offer a hassle-free returns process. You can choose from these range of convenient return options:

Royal Mail Home Collection

FREE

Royal Mail

Our Returns Policy

All items being returned must be in "as-new", unworn condition and in their original packaging with labels still attached. This excludes items that are faulty. If the item you have received is faulty, please contact our Customer Care team. No charge will be made for items returned in faulty condition.

We cannot offer refunds or exchanges on:

Items that have been visibly worn or used.
Underwear, socks or swimwear.
Items that have been altered, including items we altered specifically for you. This includes the addition of Brace Buttons and Monogramming.
Items not returned through our own returns system as we cannot track and verify these.

Our restocking fee (20% of the items value) may apply to the below orders:

Items that are not returned in the same condition as they were sold.
Customers that have been identified as 'serial returners' (returned 70%+ of items in 3 or more orders).
Items returned outside the returns window, if accepted.
Commercial orders, including those placed for weddings, film productions, or other organisations.

Exchanges

All exchanges are free of charge. Once your return has been received, your exchange will normally be dispatched within 8-10 days.

If your requested item is temporarily out of stock, it will be sent as soon as new stock arrives. We will contact you if there is likely to be any delay. Please note that items requiring alteration may take slightly longer to dispatch.

Exchanges can be requested for a different size or colour of the item originally purchased. If you would like a different item, please return your order and place a new one.

To request an exchange, please ensure you select 'Exchange' as both the Return Option and the Return Reason when completing the returns form.

If this isn't your first exchange on the order, please email our customer care team at: [email protected]

Refunds

If you return an item for a refund, it can take up to 7 working days from the day we receive your item to process your refund. Refunds will be made via your original payment method. Please note that cheque refunds are processed fortnightly and may therefore take slightly longer.

For non-UK orders, refunds will be issued in Pounds Sterling (GBP) and may not equate exactly to the amount originally paid due to fluctuations in exchange rates.

Please note that shipping charges from your original order will not be refunded.