How to Return an Item
We understand that sometimes an item may not meet your expectations or fit as you’d hoped. This guide explains how to return an item and how refunds are processed.
Step 1: Check Eligibility
Time Frame: Returns must be requested within 30 days of receiving your order.
Condition: Items must be unused, unworn, and returned in their original condition with all tags and packaging intact. For example, shoes must be returned with the original box.
Face coverings and underwear can only be returned if the hygiene seal is fully intact. Items with broken or tampered seals are not eligible for return.
For shoes and clothing, returns may be refused if items show signs of wear beyond what is reasonable for inspection (as would be permitted in a shop).
If your return is not approved due to signs of wear or use, a member of our team will get in touch to arrange sending the item back to you. Additional postage charges may apply.
Exceptions: Personalised or custom-made items cannot be returned unless they are faulty.
Please note: We do not offer exchanges. If you need a different size or item, please place a new order and return the original item for a refund.
Step 2: Request a Return
Return Request: To start your return, log in to your account. If you did not set one up at checkout, do not worry — just create an account using the same email address from your order and your past orders will appear. Select the relevant order and item(s), then click ‘Request return’.
Approval: Once submitted, your return request will be reviewed by our team. If approved, you will receive an email with instructions and a return shipping label.
Step 3: Prepare Your Return
Packaging: Pack the items securely using the original packaging or a sturdy box to protect them during transit.
Shipping Label: Attach the return label provided in your approval email to the outside of the parcel. Make sure any old shipping labels or barcodes are covered or removed.
Step 4: Ship It Back
Drop-Off: Take your parcel to a designated carrier drop-off point. Be sure to keep your drop-off receipt as proof of return.
Shipping Costs: Return shipping costs will be deducted from your refund, unless the return is due to a fault or error on our part.
Step 5: Receive Your Refund
Processing: Once your return is received, it will be inspected by our team. This usually takes 5 to 7 working days, but please allow up to 14 working days before getting in touch to enquire about the status.
Refund: If your return is approved, a refund will be issued to your original payment method. Please allow up to 5 working days for the funds to appear in your account.